Supervisor, Customer Service

6 months ago

North Bay, Canada Ontario Northland Full time

**POSITION**: Supervisor, Customer Service

**REPORTS TO**: Manager, Customer Service

**DEPARTMENT**: Passenger Services

**LOCATION**: North Bay, Sudbury, Cochrane or Timmins

**REFERENCE**: 500-151-24

**SALARY**: $78,390 - $92,223

**WHO WE ARE**:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We employ over 900 skilled professionals and are over 120 years old and proud of our heritage and connection to the communities we serve. We are focused on moving forward with the goal of being a valued leader in transportation. We offer competitive salary, excellent benefits, a defined benefit pension plan, paid vacation, 3 paid personal leave days along with discounted transportation on our bus and passenger rail services.

**ACCOUNTABILITY STATEMENT**:
The Supervisor, Customer Service provides day to day operational support and supervision for the Customer Service team. The Supervisor will provide leadership, training, quality control, guidance and support to Customer Service employees. In addition to the day-to-day operations, this position will support the development of processes to enhance customer service at Ontario Northland.

**MAJOR DUTIES/ RESPONSIBILITIES**:

- Supervise and provide daily guidance to 25-30 unionized employees, on multiple shifts across Northern Ontario
- Manage and develop scheduling of staff at all locations
- Ensure employees work safely and efficiently in a positive work environment
- Train, mentor and provide coaching to Customer Service Sales Agents
- Address building related issues with internal and external facility partners
- Perform quality inspections, ensuring property meets desired quality standards and expectations
- Ensure employee compliance with AODA and other relevant legislation
- Ensure all customer service feedback/inquiries are tracked and actioned, ensure they are assigned to appropriate lead hand as required
- Work with the Motor Coach control centre on passenger service requirements and any issues that need coordination (ie. Inclement weather, accidents, road closures, and other related events)
- On call 24 hours per day, 7 days per week, working irregular work hours, including nights and weekends
- Travel territory regularly

**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
- Good analytical and leadership skills
- Strong communication skills
- Deep understanding of customer service best practices
- Ability to foster a positive and collaborative team environment
- Knowledgeable in conflict resolution and de-escalation techniques
- Excellent organizational and planning skills
- 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
- Project a positive and helpful image at all times
- Committed to Company Health and Safety

Ontario Northland is an equal opportunity employer. Accommodation is available for applicants with disabilities throughout the recruitment process. Please contact Human Resources.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.

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