What are the responsibilities and job description for the Lead Agent (OPERATIONS) position at Maximus Global Services?
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.
- Review 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.
