At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
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, organization skills 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.
Top Skills
What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
