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Supervisor Customer Service
Job Description & How to Apply Below
Supervisor Customer Service
REPORTS TO :
Manager Customer Service
DEPARTMENT :
Passenger Services
LOCATION :
Sudbury
REFERENCE : 500-92
-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
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