Team Lead, Contact Centre
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Full-time, permanent position
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Hybrid working environment, easily accessible downtown Toronto location
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Competitive salary package with benefits package that includes DB Pension Plan and Health Care Expense Account
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Experience within social services, healthcare or publicly funded programs strongly preferred
Most organizations lack a social purpose that would make their work meaningful. However, when you find an organization that combines purpose with the level of impact and commitment to see it through, that’s something special.
We’re Raise, and we’ve joined forces with our client Accerta Services Inc., who are looking to hire a full-time, permanent Team Lead, Contact Centre.
They are a B Corp certified social enterprise enabling healthcare equality for all. As a social enterprise, they manage dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Their targeted experience and innovative technology provide cost savings, reliable service, process continuity, and accurate, insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.
As the new Team Lead, Contact Centre, you will provide frontline leadership and operational support to Program Support Coordinators within Accerta’s Contact Centre supporting the Ontario Autism Program (OAP). The role focuses on real‑time guidance, coaching, and issue resolution to ensure accurate, consistent, and empathetic service delivery across all contact channels, including phone, portal messages, email, and other written communications.
The Team Lead acts as a first point of escalation for complex or sensitive OAP inquiries, supporting staff with policy interpretation, system navigation, and workflow adherence. While the role does not carry formal people‑management accountability, the Team Lead plays a critical function in reinforcing service standards, promoting first‑contact resolution, and supporting performance on a day‑to‑day basis.
In partnership with the Supervisor, Contact Centre, the Team Lead contributes to onboarding, knowledge transfer, quality reinforcement, and continuous improvement activities that support effective delivery of the OAP. The role may also provide direct client service coverage during peak volumes, urgent situations, or short‑term staffing gaps to help maintain service levels and continuity.
Aligned with Accerta’s commitment as a certified B Corporation, the Team Lead supports service delivery that reflects accountability, equity, and respect for families and caregivers navigating publicly funded autism services.
Accountabilities:
Provide real‑time guidance and support to Program Support Coordinators responding to OAP‑related inquiries across phone, portal, email, and other service channels.- Serve as the first point of support for complex or escalated OAP inquiries, assisting with policy interpretation, workflow clarification, and system navigation.
- Handle escalated or sensitive client interactions as required, ensuring accurate information, timely resolution, and a positive applicant or caregiver experience.
- Provide in‑the‑moment coaching, feedback, and mentoring to reinforce service standards, accuracy, empathy, and first‑contact resolution.
- Support onboarding and training of new staff by reinforcing OAP program knowledge, workflows, and documentation standards.
- Monitor adherence to contact centre procedures, quality standards, and OAP program requirements, addressing issues through coaching and guidance.
- Identify recurring issues, trends, or knowledge gaps and share insights with the Supervisor to support continuous improvement and training needs.
- Support the Supervisor with operational inputs related to quality observations, workflow challenges, and staff development considerations.
- Provide direct frontline service coverage during high‑volume periods, urgent situations, or staffing gaps to help maintain service levels.
- Promote a collaborative, supportive team culture grounded in professionalism, accountability, and knowledge sharing.
- Maintain confidentiality and protect the privacy of client and program information in accordance with legislative and organizational requirements.
- Perform other duties as assigned to support Contact Centre and OAP operations.
Details:
This is a full-time, permanent position offering a hybrid work model that blends remote work with planned in-office days. You will be required to visit the Toronto office a couple of times a month. Schedules will be determined in partnership between individuals, managers, and the team.
Additionally, you will receive a comprehensive benefits package and a Defined Benefit Pension Plan starting from your first day. Other perks include vacation time, a performance-based bonus, and a one-time home office allowance.
Qualifications/Skills:
Completion of post-secondary education- Minimum two years of experience in a contact centre or client‑facing service environment, preferably within social services, healthcare, or publicly funded programs.
- Demonstrated experience supporting complex, emotionally sensitive, or escalated client interactions.
- Experience providing peer support, mentoring, or on‑the‑job coaching to colleagues.
- Strong understanding of contact centre workflows, service standards, and first‑contact resolution practices.
- Experience supporting onboarding or training of new staff is an asset.
- Familiarity with contact centre systems and tools such as telephony platforms, CRM or case‑management systems, and internal knowledge bases.
- Proficient in English with strong written and verbal communication skills.
- Strong written and verbal communication skills, with the ability to explain processes clearly and supportively.
- Strong interpersonal skills with a calm, approachable, and professional style.
- Ability to manage competing priorities and support staff in a high‑volume service environment.
- Strong problem‑solving and decision‑making abilities when supporting complex or escalated cases.
- Strong organizational skills and attention to detail.
- Ability to interpret quality expectations and performance indicators and apply them through coaching and guidance.
- Ability to balance peer support responsibilities with occasional direct client service delivery.
- Commitment to professionalism, empathy, and service excellence in work with families and colleagues.
Note: A Condition of employment is that you must clear a criminal background check and vulnerable sector check.
Your Application:
We value diversity and inclusion and encourage all qualified people to apply; however, only those selected for an interview will be contacted.
Looking for Meaningful Work? We can help.
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or [email protected]
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