Terminal Team Leader

About This Role

Purpose

The Terminal Team Leader is responsible for providing frontline operational supervision across assigned terminal functions to ensure superior guest experience at all touch points. The role supports the delivery of daily terminal activities in line with SLA, safety, security, regulatory and service quality requirements while leading teams to achieve operational excellence.

Accountabilities

• Plan, update and supervise a daily assignment of activities in order to ensure the smooth delivery of specific operational areas in line with customer airlines’ SLAs and quality standards
• Supervise check-in all customer airlines (economy & premium)
• Implement and monitor procedures over a wide range of assigned and emerging operational areas to ensure daily operations are executed effectively, escalating complex tasks to a supervisor only when unable to solve a situation personally
• Act as the escalation point for all guest services agents for any operational, documentation issues etc.
• Handle premium guest complaints or any issues on the floor and look for amicable solutions
• Supervise and quality control service delivery by GSAs for all flight handling activities at the boarding gate (departures and arrivals), check-in & transfer areas
• Liaise between TCC and other internal and external stakeholders while in their allocated area of responsibility.
• Supervise an area of the shift and drive employee engagement and a high performance culture by being a role model that gives emphasis to empowerment, communication, quality, productivity & goal attainment

Education & Experience

• Diploma level with additional certifications on office management or secretarial and computer courses
• Minimum 2 years’ experience as a Guest Services Agent
• Strong written and verbal English language skills
• Excellent knowledge of DCS (airline systems)
• Excellent knowledge of Ground Handling service delivery policies and procedures