Language Services R.I.O Team Lead

Alliance; Toronto; On-site; CAD 70,000 - 98,000; Full time

Benefits offered by this job

Group benefits coverage

Annual vacation entitlement

Sick leave entitlement

HOOPP employer

Job summary

Access Alliance Multicultural Health and Community Services seeks a capable R.I.O. Team Lead to guide the Language Services team in delivering on‑demand, remote interpreting services.

You will oversee staff, ensure service quality, and coordinate with Finance and IT to maintain the remote interpreting platform. The role requires experience in frontline customer service on digital platforms, a relevant undergraduate degree or equivalent, and the ability to work flexible hours with city‑wide

Qualifications

• Undergraduate degree or an equivalent combination of relevant education and experience.
• 3–5 years of work experience as a front‑line customer service provider, particularly on digital/remote service platforms.
• Advanced proficiency in MS Office (Access, Excel).

Responsibilities

• 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.
• Monitor cross‑team communications and solution‑focused responsiveness to R.I.O. related issues.
• Develop QA activity reports and dashboards for monthly/quarterly review.
• Lead onboarding, account support, and escalation management for R.I.O customers.

Skills

Customer service leadership

Coaching

Multi-modality platforms

Digital/remote platforms

MS Office (Access, Excel)

Education

Undergraduate degree or equivalent

Tools

Remote interpreting platform

Job description

Is Artificial Intelligence used for screening or assessment of candidates

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, apro-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.

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.
• 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 low‑income populations.
• High standard of personal motivation, initiative, and commitment to professional development.
• Strong analytical skills to critically examine operational challenges and offer innovative solutions.
• Excellent time management and flexibility to prioritize tasks and meet multiple deadlines in a dynamic, high‑pressure environment.

We offer comprehensive group benefits coverage, annual vacation entitlement, cumulative sick leave entitlement, employee assistance programs. We are a HOOPP employer.

Please be advised that our organization requires all staff, students, and volunteers must be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.

In your cover letter, we invite you to outline your qualifications for the position and the skills and experience you would bring to the role. Knowledge of the populations we serve, the challenges they face, the models, frameworks and values that inform our work may be critical to a successful interview process.

We encourage applications from individuals who reflect the broad diversity of communities we work with, including those from racialized and 2SLGBTQI+ communities.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

We thank all applicants for their interest but only those selected for an interview will be contacted. Please note that a criminal background check will be conducted for this position as a condition of employment

Access Alliance supports a scent‑reduced environment. We ask that you avoid wearing heavily fragranced products (ie. perfume, cologne, lotions) when visiting our Community Health Centre.