Airline Passenger Services Supervisor - Baggage

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Baggage Services Supervisor is responsible for overseeing all aspects of baggage handling operations to ensure timely, accurate, and safe delivery of passenger luggage. This role leads and supports a team of baggage agents, ensuring compliance with company policies, safety regulations, and airline standards. The supervisor monitors daily baggage flow, resolves irregularities such as delayed or mishandled bags, and works closely with airline partners to maintain high service levels. Strong problem-solving and communication skills are essential for addressing customer concerns and coordinating recovery efforts effectively. The supervisor is also responsible for training and coaching staff, promoting accountability, and fostering a culture of safety and service excellence. This position requires a hands-on leader who thrives in a fast-paced, operational environment and is committed to delivering a seamless baggage experience for customers.

Salary: $21.00/hr

Responsibilities

• Supervise daily baggage handling operations to ensure timely and accurate delivery of passenger luggage.
• Lead, schedule, and support a team of baggage agents, ensuring proper staffing levels and shift coverage.
• Ensure compliance with all safety protocols, airline policies, and regulatory requirements.
• Respond to and resolve baggage service issues, including delayed, damaged, or lost luggage, in a professional and timely manner.
• Coordinate with airline representatives, ramp teams, and customer service to facilitate smooth baggage transfer and recovery processes.
• Train, coach, and mentor baggage agents to promote high performance, accountability, and adherence to service standards.
• Conduct regular audits and safety checks to identify and correct operational or procedural gaps.
• Maintain accurate records of baggage incidents, claims, and service performance metrics.
• Foster a positive and safety-focused work environment, promoting teamwork and effective communication.

Minimum Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum of 2 years of experience in baggage services, passenger service, or a related airport environment.
• Previous supervisory or team lead experience strongly preferred.
• Strong knowledge of airline baggage handling procedures, safety standards, and regulatory compliance.
• Excellent communication, leadership, and problem-solving skills.
• Proficient with basic computer systems and able to learn airline/airport operational software.
• Must be able to work flexible hours, including nights, weekends, and holidays, as needed.
• Commitment to safety, customer service, and team collaboration.Bottom of Form
• Ability to read, write, speak, and understand the English language.

Preferred Skills

• Prior leadership experience in airline, ground handling, or airport operations.
• Familiarity with baggage systems (e.g., WorldTracer, SITA) and TSA/IATA regulations.
• Strong coaching, conflict resolution, and customer service skills.
• Operational analysis and process improvement mindset.

Physical Requirements/Working Conditions

• Ability to lift, push, pull, and carry items up to 70 lbs frequently.
• Capable of standing, walking, bending, and crouching for extended periods.
• Comfortable working in outdoor environments with exposure to weather conditions (heat, cold, rain, snow).
• Must be able to operate baggage handling equipment and vehicles as needed.
• Ability to work in a high-noise, fast-paced airport environment.

Perks & Benefits

• Want your pay in advance?  Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered with company match!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.