Employment type: full time 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