Transit Customer Service Supervisor – Lead Frontline Agents

ALSTOM Gruppe; Hempfield Township (Westmoreland County); On-site; USD 65,000 - 90,000; Full time

Job summary

Alstom, a global mobility leader, is seeking a Customer Service Supervisor in Jamaica, NY. You will lead AirTrain Agents, ensuring safe, reliable, and welcoming service for every passenger on trains and in stations.

You will develop operational techniques, monitor KPIs, coach staff, coordinate responses to disruptions, and collaborate with engineering, operations, and design to improve daily journeys.

Qualifications

• Proven ability to build customer value with a customer-centric approach and sustainable relationships.
• Openness to change and courage in managing transformation and driving operational improvements.
• Experience in leading and developing high-performing teams, fostering growth and trust.
• Strong collaborative skills to engage diverse stakeholders and influence outcomes.
• Commitment to delivering results, 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 improvements through corrective actions and insights.
• Train, coach, and evaluate staff in technical and safety procedures.
• Coordinate responses to service disruptions, emergencies, and special events, ensuring safety.

Skills

Customer focus

Change management

Team leadership

Collaboration

Ownership & accountability

Job description

Alstom, a global mobility leader, is seeking a Customer Service Supervisor in Jamaica, NY. You will lead AirTrain Agents, ensuring safe, reliable, and welcoming service for every passenger on trains and in stations.

You will develop operational techniques, monitor KPIs, coach staff, coordinate responses to disruptions, and collaborate with engineering, operations, and design to improve daily journeys.