Call Centre Operations - Supervisor, Contact Centre - Bilingual

Accerta; Toronto; Hybrid; CAD 60,000 - 73,000; Full time

Benefits offered by this job

Group benefits

Pension plan

Hybrid work environment

Home office stipend

Mental health support

Job summary

Accerta is seeking a Supervisor – Contact Centre (English & French) to lead a bilingual team in a high-volume, multi-channel environment. You will coach staff, manage escalations, and ensure service standards across phone, chat, email, and portal messaging.

The role focuses on coaching, onboarding, quality assurance, and continuous improvement, with a strong emphasis on meeting bilingual service obligations and delivering equitable customer experiences.

Qualifications

• 3–5 years in a contact centre, customer service, or program delivery environment.
• Minimum 1–2 years in a supervisory role in a client-facing contact centre.
• Experience monitoring KPIs, service levels, and performance dashboards.
• Familiarity with contact centre systems and tools such as telephony, CRM/case management databases, and QA platforms.

Responsibilities

• Provide daily leadership and direction to contact centre agents to ensure high-quality service across channels in English and French.
• Oversee and support French-language service capability within the Contact Centre, including coaching and onboarding.
• Monitor performance metrics and KPIs and take action to achieve targets.
• Conduct coaching, feedback, and development sessions to build skills and knowledge.
• Oversee onboarding and training of new staff and ensure clear understanding of workflows.

Skills

Bilingual: English & French

Coaching & feedback

Leadership

Customer service

KPI monitoring

Problem solving

Strong communication

Education

Post-secondary education

Tools

CRM / case management

Quality assurance tools

Telephony systems

Job description

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 environment, 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.
• Support staff through change by communicating updates, guiding adoption of new tools or processes, and fostering a positive learning environment.
• Contribute to resource and capacity planning to maintain service levels and balance workload.
• Promote a collaborative and supportive team culture rooted in coaching, accountability, and continuous growth.
• Support frontline operations by responding to bilingual (English and French) interactions, including escalated cases, during high‑volume periods, coverage constraints, or complex service situations across the contact centre.
• Perform other duties as assigned.

QUALIFICATIONS & EXPERIENCE

• 3–5 years of experience in a contact centre, customer service, or program delivery environment
• Minimum 1–2 years of experience in a supervisory, team lead, or coaching role in a client facing contact centre
• Experience monitoring KPIs, service levels, call quality, and/or performance dashboards
• Demonstrated experience providing coaching, feedback, and performance management
• Familiarity with contact centre systems and tools such as telephony, CRM/case management databases, and quality assurance platforms
• Experience supporting onboarding and training of new staff
• Understanding of first‑call resolution strategies, quality standards, and customer service best practices
• Experience working with vulnerable or marginalized populations is an asset
• Demonstrated proficiency in both English and French, including reading, writing, and oral communication, with the ability to lead teams and provide frontline support in both official languages; French language proficiency verified through a standardized language assessment as a condition of employment.
• Demonstrated expertise in dental benefits administration, including claims adjudication, provider billing practices, coordination of benefits, and dental industry terminology, with the ability to coach and support staff handling complex dental provider and member inquiries.

Education

• Completion of post‑secondary education.

Skills & Abilities

• Advanced written and verbal communication skills, including the ability to facilitate coaching and deliver feedback constructively in both English and French
• Effective interpersonal and leadership skills with the ability to motivate, guide, and support staff
• Ability to manage competing priorities and maintain service levels in a high‑volume environment
• High level of organizational skills and time‑management abilities with attention to detail
• Problem‑solving, analytical reasoning, and sound decision‑making skills
• Ability to interpret and respond to performance data, trends, and quality indicators
• Ability to foster a supportive and professional team culture focused on service excellence and continuous improvement

ANNUAL SALARY

$60,000 – 72,500

PERFORMANCE BONUS

Up to 10% of annual salary

WHAT WE OFFER

• Group Benefits: Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth Opportunities: in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid Work Environment: working environment with a laptop and two monitors.
• Home Office Stipend: A one‑time payment of $750 included in the employee's first paycheck.
• Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non‑matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement: Tuition reimbursement for post‑graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

FLEXIBLE WORK ARRANGEMENT

Employees are expected to work on‑site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in‑office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact [e-mail].

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

To learn more about us please go to:

www.accerta.ca