Description

General Responsibilities:

The Lead Agent is responsible for assisting the Supervisor(s) in assigned department with daily operations. The Lead Agent is responsible to ensuring our Agents are delivering the highest level of service to both our internal and external customers.

Major Responsibilities and Functions:

• ? Manage the daily schedules
• ? Create and maintain a culture of service excellence while executing our customer service core values; accuracy, availability, and teaching passengers something they don’t know
• ? Provide translation assistance to federal agents during the routine inspection of international passengers.
• Interpret during complex deportation and prosecution cases conducted at the airport.
• ? Provide airport, airline and tourist information, when possible, in English and foreign languages, as required in different areas of the airport.
• ? Assist passengers with flight information and way finding
• ? Enforce DOA, CBP and TBI policies and best practices
• ? Partner with other stakeholders to ensure the safe and efficient evacuation of our passengers and team members in the event of an emerge

Requirements

Qualifications:

• ? Must demonstrate the required operational knowledge and experience to efficiently manage the daily operation.
• ? High School diploma or the equivalent.
• Must be bilingual.
• ? Candidates must be familiar with MS Outlook, Word, Excel and PowerPoint
• ? Must demonstrate the ability to communicate efficiently both written and verbally.
• ? Ability to communicate effectively in English as well as at least one foreign language. Demonstrated skill in effective written communication in at least one foreign language.
• ? Ability to establish and maintain good working relationships with TBI employees and other stakeholders
• ? Must be flexible to workdays, nights, weekends, holidays and a minimum of 40 hours a week
• ? Candidates cannot be in the step program.
• ? No disciplinary action within 1 year from the interview date
• ? Must have completed the 90-day probationary period.

Working Conditions:

• Physical Effort:

The majority of time will be walking the concourse supervising the work of the Agents. Ensure that pedestrian traffic is moving and unobstructed. Walking and standing for extended periods of time are required throughout the course of daily activities.

• Mental Effort:

Operations are dynamic and situations may require immediate attention. This position has high exposure to the public and requires a professional approach and demeanor under all conditions. It also requires a genuine willingness to assist people with a wide range of requests and needs, including individuals with disabilities.