Lead Agent, Customer Services, Barcelona BCN at American Airlines

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.

• 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.
• Resolv...