Lead Agent, Customer Services – Barcelona, Spain

This full‑time on‑site position reports to the General Manager/Airport Services Manager and provides front‑line leadership and team building with own or contracted staff to ensure a safe and reliable operation providing outstanding customer service while maintaining and exceeding the company’s goals within a defined cost structure.

Responsibilities

Coordinate the overall operation and act as highest point of escalation on the day (in GM absence).

Conduct ticketing/gate/check‑in/BSO functions (as required at the station).

Lead and direct team member and vendor activities, i.e. work with the General Manager/Airport Services Manager to provide clear and coordinated leadership to a team of customer service and ramp agents to ensure that vendor and contractor employees carry out their duties in accordance with contractual agreements.

Ensure dependability and quality of company standards.

Resolve customer issues.

Interface with Crew/IOC when needed.

Substitute for General Manager/Airport Services Manager during absence to provide a single point of leadership for the airport team, i.e. being contactable and responsible for the operation in the GM/ASM's absence, to take full responsibility for provision of management reports, to liaise with vendor and airport and other local authorities.

Ensure compliance with internal controls.

Complete station administration duties and daily/monthly reports.

Coordinate daily work schedule (ensuring appropriate shift coverage)



and the preparation of time sheets/cards.

Actively contribute to the agent performance review process.

Monitor, document and assist in the management of agent attendance issues.

Enforce compliance with agent uniform/dress/grooming standards.

Ensure required training of station and contractor staff is completed and reported as required.

Carry out any other reasonable duties which are consistent with the position.

Minimum Qualifications

Education & Prior Job Experience.

Strong working knowledge of the company’s reservations/customer service systems.

Excellent communicator & effective listener.

Strong interpersonal and organizational skills.

Excellent knowledge of the company’s customer service and ramp policies, procedures and standards.

Ability to adapt and take control in unforeseen circumstances such as OSO (off schedule operations) situations.

Strong leadership skills.

Strong administrative skills.

Be dedicated and committed to the job and enjoy working with the public.

Be able to motivate employees in working as a team.

Ability to work under pressure and with minimum supervision.

Adaptable to change, team player.

Be reasonable, trustworthy and reliable.

Be self‑motivated and open to development.

Have the willingness to work in a shift environment (including weekends/bank holidays).

Be able to communicate in both written and spoken English and Spanish.

Be willing and able to travel to the U.S. and within ACE (Asia/Canada/Europe) region.

📌 Lead Agent, Customer Services, Barcelona BCN at American Airlines (Madrid)
🏢 American Airlines
📍 Madrid