ASI-Call Centre Operations - Team Lead, Contact Centre

Accerta•Toronto, ON

2d•CA$60,000 - CA$85,000•Hybrid

About The Position

The Team Lead – Contact Centre (English) provides 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.

Requirements

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.
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.

Nice To Haves

Experience supporting onboarding or training of new staff is an asset.

Responsibilities

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.

Benefits

Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
Opportunities to increase your earnings.
in a company that promotes from within.
Time off to volunteer within our community
working environment with a laptop and two monitors.
A one-time payment of $750 included in the employee's first paycheck.
Access to Mental Health on Demand for employees and their dependents.
Includes Employee Assistance Program services.
Up to 8 hours of paid time off annually to volunteer in your community.
Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
Tuition reimbursement for post-graduate courses, upon prior approval.
$1,500 reward for successful referrals of other employees.