Lead Agent

Location

Tampines, North East, Singapore
- Category

Customer Solutions
- Job Id

SIN00000085
- Customer Service
- Job Type

Full-Time
- Posted Date

07/21/2025

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.
**Description**:
Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Find your future at United We’re reinventing what our industry looks like, and what an airline can be - from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

Job overview and responsibilities:

- Actively engage with all customers to enhance the travel experience
- Lead day to day operations, performance, resource planning (where applicable), flight delay and disruption handling, work assignments and training coordination
- Provide support to station leadership and team
- Coach and mentor team members and follow through on commitments
- Build trust up and down within their team
- Identify skill gaps and work with station leadership to coordinate training
- Provide feedback on team performance
- Recognize and develop team members
- Monitor and report service partner performance and escalate as appropriate
- Ensure vendor compliance with all operational, safety, security and regulatory requirements
- Coordinate day to day issues with airport facilities, airport authority, government and border agencies
- Conduct company audits as required
- Monitor performance to assure that operational, safety, service and efficiencies are met
- Provide technical guidance and interpret company policies and procedures to assist United and Vendor employees
- Other duties including collateral work, back-office administration and customer correspondence

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

**Qualifications**:
**Minimum Qualifications**
- Tertiary qualifications or equivalent work experience in an operational Airline environment
- Minimum five (5) years’ experience in all areas of Airport Ground Services
- Must be fluent in English (written and spoken)
- Intermediate computer literacy (Industry systems, MS Office, Outlook 360)
- Airline industry experience
- Ability to work in a fast-paced operational environment
- Strong communication skills and interpersonal skills
- Ability to work independently without supervision
- Ability to make sound business decisions, analytical thinking
- Goal-directed Leadership ability and Service-oriented performance
- Prior experience leading a work team
- Maintain well-presented and professional appearance
- Must be flexible to work varying shifts, available 7 days a week/24 hours a day, including holidays and weekends, to deal with any operational and/or unforeseen situations
- Must be legally authorized to work in the Republic of Singapore for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position