Customer Service Supervisor - Train Operations Lead

ALSTOM Gruppe; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Alstom Jamaica, NY is seeking a Customer Service Supervisor to oversee AirTrain Agents, ensuring safe, reliable and high-quality service for every passenger and maintaining a welcoming travel experience across trains and stations. You will lead, coach and develop a dedicated team in a fast-paced transport environment.

Your role will include monitoring daily KPIs, implementing operational techniques for safety and efficiency, coordinating responses to disruptions and emergencies, and partnering

Qualifications

• Proven ability to build customer value through a customer-centric approach.
• Openness to change and courage in managing transformation and driving operational improvements.
• Experience in leading and developing high-performing teams.
• Strong collaborative skills to engage diverse stakeholders and influence outcomes constructively.
• Commitment to delivering results with ownership and high-quality service delivery.

Responsibilities

• Direct and supervise AirTrain Agents to deliver exceptional customer service on trains and in stations.
• Develop and implement operational techniques to ensure safety, reliability, and efficiency in field operations.
• Monitor daily KPIs and drive continuous improvement through corrective actions and business insights.
• Train, coach, and evaluate staff in technical and safety procedures, supporting their ongoing development.
• Coordinate responses to service disruptions, emergencies, and special events, ensuring customer and employee safety.

Job description

Alstom Jamaica, NY is seeking a Customer Service Supervisor to oversee AirTrain Agents, ensuring safe, reliable and high-quality service for every passenger and maintaining a welcoming travel experience across trains and stations. You will lead, coach and develop a dedicated team in a fast-paced transport environment.

Your role will include monitoring daily KPIs, implementing operational techniques for safety and efficiency, coordinating responses to disruptions and emergencies, and partnering