Call Centre Operations - Supervisor, Contact Centre - Bilingual

• 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.

• 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.

• Completion of post-secondary education.

• 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 6% of annual salary

• 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.

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.

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.

• Accerta will only contact candidates using an acerta.ca email address and will never request payment or personal financial information during the hiring process.
• If you are interested in a role posted on our website, please follow the application instructions outlined on the postings on the Accerta careers page.
• If you receive an email claiming to be from Accerta that seems unexpected or suspicious, please verify by contacting info@accerta.ca .

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 accessibility@accerta.ca .

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