Language Services-RIO Customer Sup Unionized - Permanent Full Time Toronto, ON, CA 1 Attachments

2 days ago Requisition ID: 1051

Salary Range: $67,543.00 To $81,467.00 Annually

Position Type

Permanent, Full time

Posting Date

October 28, 2026

Expiry Date

November 11, 2026

Posting Type

Internal and External

Location

- In-office work model, with main location at 340 College St., Toronto
- You may be required to work at any other Access Alliance site

Short Description

Access Alliance Multicultural Health and Community Services is a Community Health Centre that aims to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. We do this by utilizing the Model of Health and wellbeing, a pro-choice and anti-oppression lens, facilitating access to services and addressing systemic inequities. The Centre envisions a future in which diverse individuals, families and communities experience health equity always.

Reporting to Director, Language Access and Digital Strategy (or designate), the R.I.O. Team Lead guides and supports the Language Services team to achieve operational, administrative, and reporting accountabilities related to the delivery of language access services, with a particular focus on on-demand, remote interpreting services.

Working within a framework of continuous quality improvement and monitoring, the R.I.O. Team Lead will represent business positions and decisions professionally. The role supports the coordination of a service team and a roster of professional freelance contractors in the delivery of high-quality interpreting services,



thus ensuring language access for clients and service providers of Access Alliance as well as those of external healthcare and community service organizations.

Detailed Description

Responsibilities:

Day-to-Day Operations & Staff Leadership

- Provide oversight, support, and coaching to the R.I.O. customer service team, monitoring performance and developing staff on excellent customer service principles.
- Act as the primary point of contact for after-hours R.I.O. service coverage.
- Ensure cross-team communications and solution-focused responsiveness to R.I.O. related issues.
- Monitor consistent adherence to service policies, ensuring the operations manual is kept current.
- Develop agenda topics for team meetings and generate monthly/quarterly QA activity reports and dashboards.

Project & Quality Management

- Oversee and troubleshoot the operation of the web-based on-demand call (audio/video) distribution platform.
- Track, resolve, and report on customer complaints and interpreter performance issues.
- Support quality improvement initiatives, including annual satisfaction surveys, accreditation preparation, and certification buy-in.
- Conduct trend analysis, propose operational improvements, and follow up with end-users.
- Build team capacity for delivering a full-suite multi-modality program (skills, processes, training, and monitoring).
- Lead R.I.O. customer onboarding,



account support, and escalation management.
- Oversee the development of end-user training materials, presentations, and webinars.
- Provide Tier 1 and 2 support for telephony and online applications to staff, clients, and interpreters.
- Coordinate with internal departments (Finance, IT) and external vendors to ensure smooth operations of the remote interpreting platform.

Skills and Qualifications:

Required

- Undergraduate degree or an equivalent combination of relevant education and experience.
- 3 to 5 years of work experience as a front-line customer service provider, particularly on digital/remote service platforms.
- Advanced proficiency in computer operating systems, web-based programs, digital/remote platforms, and MS Office (Access, Excel).
- Ability to work flexible hours (early mornings, evenings, and occasional weekends) and travel throughout the city as required.

Preferred

- Demonstrated skills, including leading, coaching, and developing staff.
- Experience developing online products (e.g., training webinars, digital information, and instructional products).
- Strong communication, interpersonal, decision-making, conflict management, and problem-solving skills.
- Strong organizational skills with a keen attention to detail.
- Proven ability to productively manage relationships with internal and external stakeholders (partners, funders, vendors).

Asset

- Experience working with multiracial, multilingual communities and a demonstrated commitment to anti-oppressive practices.
- Ability to work effectively in an interdisciplinary, team-based setting supporting

📌 Language Services R.I.O Team Lead (Toronto)
🏢 ACCESS ALLIANCE
📍 Toronto