WHO WE ARE

AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, both known as Accerta, which is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values on which we’ve built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone

JOB TITLE

Supervisor Contact Centre (Bilingual: French & English)

EMPLOYMENT TYPE

Full-time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Supervisor – Contact Centre (Bilingual: English & French) provides day-to-day leadership to a team of contact centre agents, including Customer Support Representatives (CSRs), within a high-volume, multi-channel contact centre environment. In addition to standard supervisory responsibilities, this role holds specific accountability for supporting Accerta’s bilingual service obligations, ensuring that client inquiries, escalations, and service delivery requirements are effectively managed in both English and French.

The Supervisor ensures frontline staff are equipped with the knowledge, tools,



and coaching required to deliver accurate, consistent, and high-quality service, while promoting strong first-contact resolution across all contact channels. As a bilingual resource, the Supervisor provides direct support for English and French-language interactions, including responding to escalated client inquiries, supporting complex cases, and offering real-time guidance to staff when English and French-language service is required. The Supervisor may also directly handle client interactions in English and French during peak volumes or in situations requiring advanced subject‑matter expertise.

In partnership with management, the Supervisor contributes to the identification and implementation of process and technology enhancements that strengthen bilingual service delivery, improve operational efficiency, and support consistent outcomes across both official languages.

Aligned with Accerta’s commitment as a certified B Corporation, this role upholds principles of accountability, transparency, equity, and social purpose. By fostering strong customer service practices, standardized workflows, and a supportive learning setting, the Supervisor directly contributes to the delivery of publicly funded programs that advance equitable access to healthcare and social supports for vulnerable and marginalized communities.

This role is focused on coaching, performance management,



onboarding, quality assurance, and continuous improvement. The Supervisor supports escalations, monitors key performance indicators, and promotes a culture of professionalism, empathy, and service excellence across both English and French service delivery.

PRIMARY ACCOUNTABILITIES

- Provide daily leadership and direction to contact centre agents, including CSRs, to ensure high-quality service delivery in both English and French across phone, portal message, chat, email, and other communication channels.
- Oversee and support French-language service capability within the Contact Centre, including contributing to the assessment, onboarding support, coaching, and ongoing skill development of bilingual staff to ensure consistent, high-quality service delivery for French‑speaking clients.
- Monitor performance metrics and KPIs (e.g., service levels, quality assurance results, first‑call resolution, adherence) at both the individual and enterprise level and take action to support achievement of targets.
- Conduct regular coaching, feedback, and development sessions to build skills, confidence, and knowledge, reinforcing accuracy, professionalism, and empathy.
- Oversee onboarding and training of new staff, ensuring consistent understanding of program rules, workflows, and service standards.
- Support escalated or complex inquiries, providing guidance to ensure timely resolution and positive applicant experience.
- Ensure procedural consistency across the team by reinforcing workflows, documentation standards, and program requirements.
- Partner with Management to identify trends, knowledge gaps, and opportunities for process improvement.

📌 Call Centre Operations (Toronto)
🏢 Accerta
📍 Toronto