Posted 10 days ago
Language Services R.I.O Team Lead
@ Access Alliance Multicultural Health and Community Services
Toronto, Ontario
Overview
Access Alliance Multicultural Health and Community Services is hiring a Language Services R.I.O Team Lead, a permanent full-time role at 35 hours a week, paid $67,543 to $81,467 a year. The lead coordinates on-demand remote interpreting coverage, supervises the R.I.O. customer service team and oversees the remote interpreting platform. The role is in-office at 340 College St., Toronto, with possible work at other Access Alliance sites and flexible hours including early mornings, evenings and occasional weekends.
Pay:
$67,543–$81,467 a year
Responsibilities:
- Coordonner la couverture des interprètes R.I.O.
- Encadrer et former l'équipe du service à la clientèle
- Assurer le soutien technique de la plateforme d'interprétation à distance
- Suivre les plaintes et le rendement des interprètes
- Produire les rapports d'AQ et les tableaux de bord
Requirements summary:
- Diplôme universitaire ou expérience équivalente
- 3 à 5 ans d'expérience en service à la clientèle
- Maîtrise avancée de MS Office, Access et Excel
- Disponibilité en horaires flexibles, soirs et fins de semaine
Tools & skills
Source and dates
Source type not verified · charityvillage
- Employer posting date
- 2026-10-30
- First seen by our source
- 2026-11-06
- Source record updated
- 2026-11-06
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 3+ years |
| Manages people | Yes |
| Hours per week | 35 |
| Schedule | day, evening |
| Travel | air: none · ground: minimal |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Background checks | criminal record |
| Encouraged to apply | Racialized people |
| Education | Bachelor’s degree (required) |
| Perks mentioned | Generous paid time off, Retirement plan, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Access Alliance Multicultural Health and Community Services
| Field | Value |
|---|---|
| Open jobs on Jobsy | 2 |
Title
Language Services R.I.O Team Lead
Position Type
Permanent, Full-time
Posting Date
October 28, 2026
Expiry Date
November 11, 2026
Posting Type
Internal and External
Supervisor
Director, Language Services & Digital Strategy
Location
- In-office work model, with main location at 340 College St., Toronto
- You may be required to work at any other Access Alliance site
Short Description
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, a pro-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 ondemand, 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.
Detailed Description
Responsibilities:
Day-to-Day Operations & Staff Leadership
- Coordinate R.I.O. interpreter coverage schedules
- 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).
Customer & Vendor Relations
- 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.
Skills and Qualifications:
Required
- 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.
Salary: $67,543 - $81,467/ Annual
Hours: 35 hours/week
Duration: Permanent
Bargaining Unit position: United Food and Commercial Workers, Local 175
Classification: Health Promoter
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 staff be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.
Application Method
Please follow This Link to see our postings and apply for the role. A cover letter and resume are required.
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.
Journal
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