Wheelchair Supervisor

Overview 

People. Passion. Pride. This is what has driven our teams since 1833. 

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents. 

But at the heart of our business is our people. 

Role Purpose 

The Wheelchair Agent Supervisor is responsible for overseeing wheelchair assistance operations and supervising wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures. 

What you will be doing 

• Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas. 

• Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency. 

• Ensure passengers requiring mobility assistance receive timely and professional service. 

• Monitor employee performance and provide coaching, training, and development to wheelchair agents. 

• Address escalated passenger concerns and resolve customer service issues professionally. 

• Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs. 

• Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies. 

• Monitor operational metrics, response times, and service quality standards. 

• Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary. 

• Maintain accurate operational reports, staffing records, and incident documentation. 

• Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations. 

• Promote a safe, professional, and customer-focused work environment. 

• Ensure proper handling and maintenance of wheelchairs and mobility equipment 

• Perform other duties as requested 

Safety, Security, Wellbeing and Compliance: 

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy. 

What we are looking for: 

• Must be 18 years of age or older 

• HS Diploma or GED 

• One (1) year of wheelchair assistance, customer service, hospitality, or airport operations experience 

• Minimum one (1) year of lead or supervisory experience 

• Excellent verbal and written communication skills 

• Strong leadership, communication, and conflict-resolution skills 

• Ability to work effectively in a fast-paced airport environment 

• Ability to work flexible schedules, including nights, weekends, holidays, and overtime <