Customer Support Supervisor

50226 - Sudbury - Regular  

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General Accountabilities:

• Reporting to the Customer & Business Services Manager (C&SBM)

• Supervise and administer the work of staff. Support the department in the development and management of business processes.

• Manage the zones tracking system processes.

• Develop and implement department performance tracking and reporting systems and processes.

• Respond and resolve escalated customer issues and expedited requests.

• Plan, organize, schedule, assign and control work and responsibilities of assigned staff.  

• Coach, monitor and assess team performance objectives.  

• Develop, implement and maintain methods, standards and procedures for carrying out the work.  

• Recommend on staffing requirements, participate in the selection process and be responsible for job training and development.  

• Review staff performance and initiate effective recommendations on pay, promotion, transfer, discipline and/or termination.  

• Deal with problems relating to the interpretation and application of the Collective Agreement.

• Ensure staff apply the processes appropriate for the Distribution Lines organization.

• Ensure processes are carried out consistent with the application of policies, internal and control requirements, statues and regulations.

• Plan, organize, and schedule assignments to ensure an appropriate distribution of workload.  

• Provide guidance, as required maintain a check on progress and accuracy and be responsible for work quality and productivity.  

• Schedule and authorize overtime and miscellaneous expenses.

• Support the Region in the development, analysis and management of business processes.  

• Solicit input from customers and employees to continuously improve processes and recommend implementation.

• Develop and implement department performance tracking and reporting systems and processes.  

• Coordinate with service providers all aspects of site telephone and LAN communications and aq related office automation needs.  

• Work with service providers to provide office accommodation services which include space planning, acquisition of furniture and office equipment and supplies needs.  

• Maintain minor fixed asset inventory of all relevant office equipment.

• Investigate and respond to expedited inquires and escalated customer issues.

• Perform other duties as required.

Selection Criteria

Essential Knowledge:

• Requires knowledge of business administration, data communications and database management to develop and implement performance system requirements and business processes.

• Requires good communication skills to communicate effectively with internal and external contacts.

• This knowledge is considered to be normally acquired through the completion of Grade XII plus 3 years' further concentrated study.

• Requires a good understanding of the retail distribution systems, operations and the interrelationship between organizations such as Customer Communications Centre, Workforce Deployment, Engineering services and other Business Units.  

• Requires experience with business information systems, software applications and computer hardware to develop and implement performance systems.

• Requires experience to be familiar with network communications,  procedures, standards and work routines.  Requires experience to understand the specifics of the various computerized systems and their interrelationship with other systems.  

• Requires experience to be familiar with the business in order to make effective recommendations on systems to support its operations.  

• Requires experience to be familiar with effective training approaches and methods and with documenting training procedures.  

• Requires experience in a supervisory capacity.

• A period of over 6 years and up to and including 8 years is considered necessary to gain this experience

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2025"

Deadline: July 7, 2025

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.