Job Summary:
We are looking for a dedicated and proactive Team Leader to supervise and support the Baggage Services team in providing efficient, timely, and customer-focused baggage handling. The role includes leading daily operations, monitoring service levels and ensuring compliance with airline and regulatory standards.
Key Responsibilities:
- Lead and supervise the baggage handling team across tracing, claims, and complaint functions.
- Monitor daily operations to ensure timely delivery and reconciliation of baggage.
- Serve as the main point of contact for escalated passenger issues, resolving complaints professionally.
- Coordinate with airline representatives, ramp handlers, and ground services for baggage irregularities.
- Ensure accurate and timely reporting using systems like WorldTracer and airline-specific tools.
- Support, coach, and motivate staff to meet KPIs, service levels, and quality standards.
- Conduct briefings and debriefings to align team goals and relay updates or procedural changes.
- Monitor staffing levels and escalate resource needs to management.
- Generate shift reports and support audits as required.
Requirements:
- Previous experience in baggage services or airport operations (minimum 1-2 years preferred).
- Prior leadership experience in a team environment is a must.
- Strong problem-solving and decision-making skills, especially under pressure.
- Excellent communication, organisation and interpersonal skills.
- Knowledge of baggage systems like WorldTracer is a plus.
- Ability to work a flexible schedule, including weekends, holidays, and shift work.
- Physically fit and capable of working in a fast-paced, hands-on environment.
