Supervisor Customer Service

Ontario Northland; Greater Sudbury; On-site; CAD 92,000 - 108,000; Full time

Job summary

Ontario Northland is seeking a Supervisor Customer Service in Sudbury to lead a unionized team across locations, ensuring safe, reliable, and customer-focused service. You will coach staff, manage performance, and coordinate with internal partners to resolve issues in a 24/7 operating environment.

The role requires five years of supervisory experience in customer service, strong knowledge of collective agreements, and the ability to travel as needed.

Qualifications

• Secondary School Diploma or GED required.
• Five years of supervisory experience in customer service.
• Knowledgeable in conflict resolution and de-escalation.
• Familiar with collective agreements and labour relations basics.
• Proficient with computers and Microsoft Office.

Responsibilities

• Lead, coach, schedule, and support a unionized Customer Service and Sales team.
• Monitor performance, provide training, conduct reviews, and address concerns.
• Oversee customer service operations; handle escalations and follow-ups.
• Coordinate with Motor Coach Control Centre, facilities, HR, and others to address disruptions.
• Ensure compliance with policies, safety, accessibility laws, and standards.
• Investigate customer incidents and support risk management.
• Conduct facility inspections and address cleanliness and safety.
• Identify service improvements and establish KPIs.
• Rotating day/evening shifts and weekend/on-call schedule; travel required.

Skills

Supervisory experience

Customer service excellence

Conflict resolution

Leadership

Communication skills

Organizational skills

Education

Secondary School Diploma/GED

Tools

Microsoft Office

Job description

POSITION

Supervisor Customer Service

REPORTS TO

Manager Customer Service

DEPARTMENT

Passenger Services

LOCATION

Sudbury

REFERENCE

500-92B-27

SALARY

$91,572 - $107,718

WHO WE ARE:

Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1200 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:

The Supervisor Customer Service provides leadership and operational oversight of customer service employees across Ontario Northland locations. This position ensures the delivery of safe, consistent, and customer-focused service, while supporting employee performance, regulatory compliance, labour relations, and continuous service improvements. The role exercises independent judgment in a 24/7 operating environment to resolve customer, staffing, and operational issues while maintaining company standards, policies, and objectives.

MAJOR DUTIES/ RESPONSIBILITIES:

• Lead, coach, schedule, and support a team of unionized Customer Service and Sales Agents across multiple locations, ensuring service standards, productivity targets, and customer satisfaction objectives are achieved.


• Monitor employee performance, provide training and mentorship, conduct reviews, address attendance and performance concerns, and participate in investigations, progressive discipline, and labour relations matters in accordance with the collective agreement.


• Oversee customer service operations by monitoring customer interactions, resolving escalated inquiries and complaints, tracking feedback, and ensuring timely follow-up and resolution of service issues.


• Coordinate with operational partners, including the Motor Coach Control Centre, Lead Hands, facilities, security, HR, and other internal stakeholders to address service disruptions, travel advisories, passenger needs, safety concerns, and operational challenges.


• Ensure compliance with company policies, health and safety requirements, accessibility legislation (AODA/ATPDR), customer service standards, and other applicable regulations through training, monitoring, and ongoing employee support.


• Investigate and document customer incidents, including injuries and safety-related events, gathering relevant information and coordinating with appropriate internal departments to support resolution and risk management activities.


• Conduct facility inspections and collaborate with internal and external partners to address maintenance, cleanliness, safety, and customer experience concerns at customer service locations.


• Support continuous improvement initiatives by identifying service enhancements, implementing process improvements, establishing key performance indicators, and promoting company goals and customer service best practices.


• Rotating schedule of day and evening shifts across a seven-day week, including weekends in addition to on-call requirements


• Regular out of town travel will be required

REQUIREMENTS:

• Secondary School Diploma or General Educational Diploma (GED)


• Five years' of supervisory experience in a customer service setting or a combination of post-secondary education and experience


• Deep understanding of customer service best practices


• Foster a positive, collaborative team environment while consistently projecting a professional, approachable, and customer-focused image.


• Knowledgeable in conflict resolution and de-escalation techniques


• Have a solid understanding of collective agreements


• Working knowledge of computers and Microsoft Office Suite


• Bilingualism is an asset


• Familiar with geographic territory of Ontario Northland


• Possess a valid G driver's license and the ability to travel


• Demonstrated analytical, leadership, communication, and organizational skills, with the ability to effectively plan, prioritize, and achieve results.


• Committed to Company Health and Safety

APPLICATION PROCESS:

The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE:

September 7, 2026 no later than 11:59 p.m.

EEO and Accommodation

At Ontario Northland, we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation, please contact Human Resources.

ONTC does not use artificial intelligence (AI) to make or inform hiring decisions. We do use an external applicant tracking system (ATS) to help manage applications efficiently. While the ATS may apply basic automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, pour plus de renseignements.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

If it is determined that any information provided in the application or during the recruitment process is false, misleading, or incomplete, Ontario Northland may discontinue your candidacy from further consideration.