Lead Agent Passenger Services

Worldwide Flight Services (WFS); Denver (CO); On-site; USD 24,796 - 35,817; Full time

Benefits offered by this job

DailyPay pay advances

Awardco on-the-spot awards

Medical options for full/part-time

Travel discounts and pet insurance

Wellness programs

401k program

Internal mobility and transfers

Job summary

Worldwide Flight Services (WFS) is seeking a Lead Agent Passenger Services to guide a team of passenger service agents and deliver safe, efficient, and customer-focused service at the airport. You will assign and monitor daily work, train employees, and lead crew briefings to ensure smooth operations.

Compliance with policies and site security is essential. The role emphasizes leadership, initiative, and judgment, with weekend/holiday availability required.

Qualifications

• HS Diploma, GED or Equivalent.
• Previous operational experience required, preferably Passenger Service.
• Demonstrates leadership, initiative, and judgment.
• Ability to work weekends, holidays, and days off.
• Must be able to read, write, speak and understand English.

Responsibilities

• Guide and support passenger service agents in delivering safe, efficient, and customer-focused service.
• Assign, schedule, and monitor daily work to ensure timely completion.
• Demonstrate proper work methods and conduct on-the-job training.
• Lead crew meetings and communicate new or revised procedures.
• Observe and analyze work methods, providing feedback and escalating issues to management.
• Assist management with effective use of tools, equipment, and materials.
• Ensure compliance with company policies, safety standards, and site security procedures.
• Monitor staff, contractors, and visitors, reporting breaches or concerns.

Skills

Leadership

Customer service

Communication

English proficiency

Education

HS Diploma / GED or equivalent

Job description

Take a Huge step in your career and join Worldwide Flight Services. WFS employs over 22,200 of the finest professionals in ground handling across a global network of more than 170 locations and 22 countries on five continents. A career with us opens up a world of opportunities to develop your existing skills, to learn new skills, and to experience working with different customers and cultures with the sole aim of always delivering a world-class service. WFS provides a full-service capability that includes Aviation cargo, Airline passenger, and Aviation ramp services. Our team of people is highly trained, highly skilled, and confident airport service professionals who are supported by local training and development. We are passionate, capable, and always willing to explore new opportunities presented by customers all over the world.

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Lead Agent Passenger Services supports daily airport operations by guiding a team of passenger service agents to deliver safe, efficient, and customer‑focused service. This role includes assigning and monitoring work, training employees on proper procedures, and leading crew briefings to ensure smooth operations. The Lead Agent is also responsible for observing performance, identifying issues, and escalating them to management when necessary. In addition, they help maintain compliance with company policies and site security requirements by monitoring activities and reporting concerns.

Responsibilities

• Guide and support passenger service agents in delivering safe, efficient, and customer-focused service.
• Assign, schedule, and monitor daily work to ensure timely and accurate completion.
• Demonstrate proper work methods and conduct on-the-job training.
• Lead crew meetings and communicate new or revised operational procedures.
• Observe and analyze work methods, providing feedback and escalating issues to management.
• Assist management with effective use of tools, equipment, and materials.
• Ensure compliance with company policies, safety standards, and site security procedures.
• Monitor staff, contractors, and visitors, reporting breaches or concerns as required.
• Provide leadership and guidance without administering discipline or discharge authority.

Minimum Requirements

• HS Diploma, GED or Equivalent.
• Previous operational experience required, preferably Passenger Service.
• Demonstrates qualities of leadership, initiative, and judgment.
• Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.
• Must be able to read, write, speak and understand the English language.

Preferred Skills

• Excellent interpersonal and communication skills required.
• Must have ability to work under pressure.

Physical Requirements / Working Conditions

• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs.
• Frequent standing, walking, and moving throughout the airport terminal or warehouse.
• Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage.
• Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow.
• Manual dexterity required for handling documents, operating computers, and using two-way radios.
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts).
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance.

Perks & Benefits

• Want your pay in advance? Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care? Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
• Want to invest in your future? 401k program offered!
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.