WHO WE ARE
AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a 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: Team Lead, Contact Centre
EMPLOYMENT TYPE: Full-time, Permanent, Hybrid
ABOUT THIS OPPORTUNITY
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.
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.
QUALIFICATIONS
- 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.
Education:
- Completion of post-secondary education.
Skills & Abilities:
- 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.
ANNUAL SALARY: $60,000 to 85,000
PERFORMANCE BONUS: Up to 6% 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.
HOW TO APPLY
We accept applications submitted via our Dayforce Portal - Click this link to apply. Please note that we use AI tools to support and enhance our recruitment process, including scribing tools during interviews. Artificial intelligence (AI), however, is not used to screen candidates.
Rest assured that your application will be reviewed thoroughly by our hiring team.
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
[email protected].
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
