POSITION : Supervisor Customer Service
REPORTS TO : Manager Customer Service
DEPARTMENT : Passenger Services
LOCATION : Timmins
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 secure 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 aprofessional, 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 theability 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.
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 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.
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📌 Supervisor Customer Service (Ontario)
🏢 Ontario Northland
📍 Ontario