PMR Lead Agent

Overview

 

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” 

 

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.  

  

Job Summary

 

Provide and supervise all required Passenger with Reduced Mobility (PMR) services in accordance with customer contracts, regulatory requirements, and Swissport standards. The PMR Lead Agent ensures safe, dignified, and efficient assistance to PMR passengers from arrival to departure while supervising staff, coordinating resources, and maintaining excellent relationships with airlines, airport authorities, and internal stakeholders.

 

Your activities

• Supervise and control PMR staff assignments, including attendance, reporting, absences, overtime, and compensation

• Plan, deploy, and optimize PMR resources by preparing rosters in line with customer agreements and operational requirements

• Coordinate PMR assistance services for arrivals, departures, transfers, and transit passengers to ensure timely and safe handling

• Monitor and manage staff performance, promote an open feedback culture, and ensure required training is delivered and maintained

• Ensure full compliance with Swissport corporate safety, security, and quality procedures, as well as applicable aviation and regulatory standards

• Ensure PMR services are delivered with dignity, respect, and professionalism, meeting or exceeding customer and passenger expectations

• Maintain up-to-date company, customer, and regulatory manuals and documentation related to PMR operations

• Ensure clear and consistent communication at all levels through staff briefings, shift handovers, one-to-one meetings, and completion of required reports

• Ensure compliance with Swissport SOPs, policies, and local airport procedures related to PMR handling

• Coordinate with Ramp, Passenger Services, Operations Control, airlines, and airport authorities to ensure smooth operations

• Resolve operational issues, passenger complaints, conflicts, and irregularities, taking appropriate corrective actions

• Implement, monitor, and support the local emergency and contingency plans related to PMR operations

• Act as a role model by motivating, engaging, and inspiring PMR staff to deliver the highest standard of passenger care and service excellence

Your profile

• Bac or Niveau Bac +2 or Equivalent
• Minimum 3 years’ experience as Ramp/PMR Services Agent
• Radiocommunication, phonetic alphabet
• SPI, sercurity and DGR Standards and procédures
• Commitment to continuous improvement
• Self motivated
• Attentive to detail and team work
• Must be able to follow instructions and work safely within limited time frames
• Ability to work in inclement weather
• Ability to work under pressure
• Willingness to work in inclement weather
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
• Leadership (Lead position)
• Autonomy (Lead position)

 

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

 

Join Swissport today and be part of a team that connects the world of aviation!