Support language equity through Language Access operations at Access Alliance’s 340 College Street location in Toronto. Apply coaching, reporting, and problem-solving skills to remote interpreting services.
The R.I.O. Team Lead guides Language Services accountabilities for on-demand remote interpreting. Reporting to the Director, Language Access and Digital Strategy, this permanent full-time role supports staff, freelance contractors, clients, and service providers. Responsibilities span daily coverage, operational reporting, platform support, training materials, and quality improvement. Work is in-office, with assignments possible at other Access Alliance sites.
Key Responsibilities:

Provide after-hours R.I.O. service coverage
Maintain service policies and the operations manual
Lead onboarding, account support, and escalations
Develop training materials, presentations, and webinars
Analyze trends and recommend operational improvements
Requirements:

Undergraduate degree or equivalent relevant education and experience
Three to five years customer service experience
Advanced proficiency with MS Office, including Access and Excel
Strong communication, conflict management, and decision-making skills
Organizational ability and attention to detail
Use operational leadership, digital service knowledge, and quality management skills to strengthen Access Alliance language access delivery.

#J-18808-Ljbffr

Language Access Operations Lead Toronto