Supervisor Contact Centre, Bilingual

Raise Workforce; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Health Spending accounts

Internet allowance

Home office setup allowance

Job summary

Raise Workforce in Toronto is seeking a Supervisor – Contact Centre (Bilingual English & French) to lead a high-volume, multi-channel team of CSRs. You will ensure high-quality service across phone, chat, email, and portals while upholding bilingual service obligations.

You will coach and develop staff, monitor KPIs and service levels, manage onboarding, handle escalations, and partner with management to drive process improvements in both official languages.

Qualifications

• Bilingual English and French with strong communication skills.
• Experience supervising teams in contact centres or similar.
• Proven ability to coach, give feedback, and manage performance.
• Familiarity with CRM/case management tools and dashboards.

Responsibilities

• Provide daily leadership to bilingual contact centre agents in English and French across multiple channels.
• Coach staff, conduct performance reviews, and drive continuous improvement.
• Monitor KPIs, service levels, and quality assurance results; take corrective actions.
• Oversee onboarding and training for new staff to ensure consistent service.
• Support escalations and guide staff through complex inquiries.
• Collaborate with management to identify trends and drive process improvements.

Skills

Bilingual EN/FR

Leadership

Coaching

KPI Monitoring

Multi-channel Support

Onboarding & Training

Education

Post-secondary education

Tools

CRM / Case management

Job description

• Hybrid working environment, easily accessible downtown Toronto location
• Competitive salary package with benefits package that include Health Spending accounts, internet allowance and a one time home office setup allowance
• 9:30 a.m. to 5:30 p.m. shift - one 12-8pm shift per month

Supervisor – Contact Centre (Bilingual- English & French)

• Full-time, permanent position
• Hybrid working environment, easily accessible downtown Toronto location
• Competitive salary package with benefits package that include Health Spending accounts, internet allowance and a one time home office setup allowance
• 9:30 a.m. to 5:30 p.m. shift - one 12-8pm shift per month

Our client is 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.

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.

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 once-twice a month.

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.

Required Skills And Qualifications

• 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

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