POSITION: Supervisor Customer Service
REPORTS TO: Manager Customer Service
DEPARTMENT: Passenger Services
LOCATION: Sudbury
REFERENCE: 500-92 -27
SALARY: $91,572 - $107,718

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: Monday August 3, 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.

Visit our career website to apply: https://www.ontarionorthland.ca/en/careers
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.