Supervisor Customer Service

POSITION:         Supervisor Customer Service   
REPORTS TO:   Manager Customer Service 
DEPARTMENT:  Passenger Services   
LOCATION:        Sudbury   
REFERENCE:    500-113-27  
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: August 23, 2026 no later than 11:59 p.m. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number.  

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. 
 
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.