Hard Skills
IntermediateWorkforce RosteringThe process of planning and assigning staff shifts to ensure continuous station operations and ticket counter coverage.
AdvancedSafety and Compliance OversightEnsuring all staff adhere to railway safety regulations, data protection for ticketing, and emergency protocols.
IntermediateStaff Onboarding and TrainingThe ability to orient new station clerks on ticketing software, customer service protocols, and station layout.
Soft Skills
AdvancedConflict De-escalationTechniques used to manage and resolve disputes between passengers and station staff or within the clerical team.
IntermediatePerformance AppraisalThe systematic evaluation of clerk performance against service standards and operational KPIs.