Customer Support Supervisor

About the role

Hydro One, Ontario’s largest electricity transmission and distribution provider, is seeking a Customer Support Supervisor to lead a team of front‑line staff in Sudbury. Reporting to the Customer & Business Services Manager, you will ensure high‑quality service delivery, manage operational processes and resolve escalated customer issues.

Key responsibilities

• Supervise, coach and evaluate a team of customer support staff, including scheduling, workload distribution and performance monitoring.
• Develop, implement and maintain department performance tracking, reporting systems and zone‑tracking processes.
• Resolve escalated customer issues and expedited requests in a timely manner.
• Recommend staffing levels, participate in recruitment, and oversee training and development.
• Interpret and apply the Collective Agreement, handling related employee matters.
• Ensure compliance with internal policies, statutes and regulations.
• Coordinate office automation, telephone and LAN communications with service providers and manage minor fixed‑asset inventory.
• Authorize overtime, monitor expenses and maintain work quality and productivity.

Required profile

• Proven experience supervising customer service or call‑center teams.
• Strong knowledge of collective agreements and employment standards.
• Ability to analyse and improve business processes.
• Excellent organizational and communication skills.
• Experience in staffing, training and performance management.

Required skills