Bag Drop Operations Supervisor — Customer Service & Safety

ABM industries; Virginia (MN); On-site; USD 2,755,000 - 3,444,000; Full time

Benefits offered by this job

Bonus program

Job summary

ABM Industries seeks a Customer Service Bag Drop Supervisor to lead the Vendor Behind Counter (VBC) team and oversee baggage handling in the airport environment. You will ensure safe, efficient, and courteous passenger service while coordinating staffing and shift coverage to meet flight schedules.

Responsibilities include supervising VBC Agents, resolving passenger concerns, and maintaining compliance with airline and TSA/FAA requirements.

Responsibilities

• Supervise daily Vendor Behind Counter operations to ensure safe, efficient, and customer-focused passenger service.
• Direct the activities of assigned VBC Agents throughout each shift.
• Ensure staffing levels meet operational needs based on passenger volumes and airline schedules.
• Coordinate employee assignments, lunches, breaks, and shift coverage.
• Monitor passenger queues and proactively adjust staffing to minimize customer wait times.
• Ensure operational goals and client service expectations are achieved.
• Maintain communication with Operations Management regarding staffing, service levels, and operational issues.
• Assist with irregular operations, delayed flights, schedule changes, and operational disruptions.
• Ensure passengers receive professional, courteous, and timely service.
• Promote a welcoming environment while maintaining efficiency and professionalism.
• Resolve passenger concerns using sound judgment and excellent customer service skills.
• Maintain effective working relationships with airline representatives and airport personnel.
• Escalate customer service concerns when appropriate.
• Supervise employees responsible for verifying passenger identification and travel documentation.
• Ensure baggage tags are accurately issued according to airline procedures.
• Verify checked baggage is properly transferred to the airline conveyor system.
• Monitor compliance with airline baggage acceptance policies.
• Ensure passenger information is handled professionally and confidentially.
• Perform VBC Agent duties during staffing shortages or peak operational periods.
• Lead by example while promoting professionalism and teamwork.
• Coach employees on operational procedures and customer service expectations.
• Conduct shift briefings and communicate operational updates.
• Assist with employee onboarding and job training.
• Monitor employee performance and provide constructive feedback.
• Complete coaching and corrective action documentation when necessary.
• Recognize employee achievements and encourage continuous improvement.
• Promote safety as a core operational value.
• Ensure compliance with Company safety policies and procedures.
• Conduct routine safety observations and operational audits.
• Identify hazards and report unsafe conditions.
• Ensure employees comply with all TSA, FAA

Job description

ABM Industries seeks a Customer Service Bag Drop Supervisor to lead the Vendor Behind Counter (VBC) team and oversee baggage handling in the airport environment. You will ensure safe, efficient, and courteous passenger service while coordinating staffing and shift coverage to meet flight schedules.

Responsibilities include supervising VBC Agents, resolving passenger concerns, and maintaining compliance with airline and TSA/FAA requirements.