Passenger Service Agent Supervisor

Colonial Group; Virginia (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

Colonial Group in the United States seeks an experienced Supervisor to oversee airline passenger service operations, ensuring exceptional customer support and adherence to safety and company policies.

You will lead a supervisory team, manage staffing and budgets, coordinate with departments, and drive continuous improvement through coaching and KPI tracking.

Qualifications

• 3+ years airline/aviation experience or training.
• Knowledge of airline Passenger Service procedures and aviation safety/security.
• Effective communication and interpersonal skills.
• Analytical and organizational abilities.
• Proficient in Microsoft Office applications.
• Comfort working nights, weekends and holidays.
• Valid state driver's license and FAA/airport IDs or authorizations.
• Willingness to travel.

Responsibilities

• Establish and maintain communication with airline customers to assess needs.
• Serve as liaison between dnata and airline customers to resolve issues.
• Plan and monitor Passenger Service labor and operating expenses.
• Ensure station compliance with policies, mission, vision, and values.
• Direct a supervisory staff responsible for primary station functions.
• Oversee training and onboarding of team members.
• Utilize SLA/SGHA knowledge to meet commitments for customers.
• Develop teams via coaching, training, and succession planning.
• Maintain structured communication between departments to support commitments.
• Regularly obtain customer feedback to measure satisfaction and drive improvements.
• Ensure staffing levels via appropriate flight and personnel schedules.
• Encourage employee involvement in station growth and improvements.
• Manage financials including budgeting, forecasting, audits and expenses.

Skills

Communication skills

Analytical skills

Organizational skills

Leadership

Tools

Microsoft Office

Job description

Supervisor responsibilities include:

• Establish and maintain effective communication with all airline customers to best assess their needs.
• Proactively serve as liaison between dnata and all airline customers in resolving customer issues.
• Plan and monitor Passenger Service labor and operational expenses, as well as other relevant financial activity.
• Ensure station operates in compliance with all company policies and procedures, and adhere to the company's mission, vision, and values statements.
• Ensure consistent practices and processes are utilized in asset management, financial reporting, state, and local government regulations.
• Direct a management and supervisory staff responsible for the primary business functions at the Station.
• Direct and participate in the acquisition, training, and on-boarding of team members.
• Leverage knowledge of all SLA and SGHA's for current and future customers to deliver on our commitments.
• Develop teams to improve work performance and maximize potential through succession planning, KPI achievement, coaching, ongoing training, and mentoring.
• Establish and maintain a structured communication process between departments, groups, and team members to support the Station's commitments to customers, individuals, and our Company.
• Regularly interact and obtain feedback from customers to promote the Station and measure the level of customer satisfaction to improve capabilities and processes.
• Ensure appropriate staffing levels are maintained through proper use of flight and personnel schedules.
• Encourage employee suggestions and involvement in the improvement and growth of the Station.
• Responsible for financial management including capital expenditures, forecasting, budgeting, audit performance and expense management.
• Develop new business plans with capital requirements and anticipated performance.
• Carry out management responsibilities in accordance with the organization's policies and applicable laws.
• Related duties as assigned.

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3+ years of airline/aviation related experience and/or training.
• Full knowledge of airline Passenger Service handling procedures, aviation safety and security procedures.
• Effective communication skills.
• Analytical and organizational skills.
• Proficient in Microsoft Office.
• Must be comfortable working nights, weekends, and holidays.
• Possess/maintain a valid state driver's license and other FAA/Airport required identification/seals or authorizations.
• Travel as required.