Lead Agent (OPERATIONS)

Maximus Global Services; Sterling (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

Maximus Global Services in Sterling, VA, seeks a capable supervisor to oversee wheelchair agents, skycaps and porters, ensuring staffing levels meet service needs and monitoring airline requests.

The role requires high school diploma, 1–2 years airport customer service experience, ability to train staff, enforce TSA/airport procedures, and maintain safety; strong communication and leadership are essential.

Qualifications

• High school diploma or GED is required.
• 1–2 years of customer service experience at an airport or similar entity preferred.
• Must be able to pass background check and drug test.

Responsibilities

• Assist the Supervisor to ensure adequate staff levels (security agents, wheelchair agents, skycaps and porters) to meet service needs.
• Monitor timely and satisfactory completion of work per policies and procedures.
• Review daily schedules and assign breaks as needed.
• Ensure all flight information, arrivals, departures, and requested services are available to staff.
• Enforce security procedures (TSA, CBP, and other airport entities).
• Respond to client requests (airlines and passengers) and escalate issues as needed.
• Report staff issues (tardiness, absenteeism, performance, conduct) to the supervisor.
• Conduct on-the-job training for staff.
• Account for wheelchairs and position at assigned locations.

Skills

Teamwork Orientation

Stress Management

Ethical Conduct

Good Communication

Customer Service

Leadership

Education

High School Diploma or GED

Tools

MS Office

Job description

Summary/Objective

Assist the Supervisor on the overall performance of the staff, such as security agents, wheelchair agents, skycaps and porters. Making sure the operation have the necessary personnel to provide the services. Monitor services requested from the airlines.

Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Monitor the timely and satisfactory completion of work assignments in accordance with Company and Client policies and procedures.
• Revi ew daily schedules and assign breaks when is needed.
• Have all the necessary information for the flights, arrival and departure times and services requested.
• Ensure all employees follow security procedures for each entity, such as TSA, CBP and any other airport entity where MGS operates.
• Follow up on client’s request (airlines and passengers).
• Report to the supervisor any issue related to the staff, such as tardiness, absenteeism, performance, conduct or work related accidents and incidents.
• Conducting of on-the-job training.
• Make sure all the wheelchairs are account for and placed at the assigned location.

Competencies

• Teamwork Orientation
• Stress Management/Composure
• Ethical Conduct
• Good Communication
• Customer Service
• Leadership

Supervisory Responsibility

This position leads the team of wheelchair agents and porters .

Work Environment

This job operates in a professional airport environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This position is very active and requires standing, walking, seating and driving. The employee occasionally lift and/or move up to 70 pounds or more.

Position Type and Expected Hours of Work

This is a full-time or part-time position. Shifts could change at any time.

Travel

No travel is expected for this position.

Required Education And Experience

• High school diploma or GED.
• 1- 2 years’ experience in customer service at airport or similar entities.

Additional Eligibility Qualifications

• Pass a background check and drug test
• Computer literacy in MS Office packages such as Word, Excel and Outlook.
• Must be able to read, write and speak English.
• Maintain a relationship with both employees and clients
• Supervisors must have a good working knowledge of management practices and principles so they can efficiently perform his job.
• The job requires someone with critical thinking skills who can quickly observe a situation and make the appropriate response.

Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.