Job Description
Full job description
Hourly Rate: $20.99– Check out the YMCA’s total compensation package!
Location: 90 Eglinton Avenue East, Toronto
Work Hours: 20-30 hours/week
Employment Type: Contract Part Time Hourly-6 months
Number of Vacancies: 4
Anticipated Start Date: June 1, 2026
Deadline to Apply: March 24, 2026 by 5 pm
Be the Spark! Join our passionate Membership Services team and help us to achieve great things in our community!
The Contact Centre Agent - Inbound, plays a key role in creating a positive first impression by supporting individuals over the phone with care, clarity, and professionalism. This position contributes to smooth service delivery by handling inquiries, guiding users through account-related matters, processing transactions, and providing accurate information about programs and services. Success in the role relies on strong verbal communication, attention to detail, and the ability to follow established call flows and service standards. Collaboration with colleagues and a focus on continuous improvement help ensure a consistent and high-quality experience for every caller.
In this role, you will:
Respond promptly and professionally to inbound inquiries from members and the public by phone, and provide courteous, accurate, and timely information.
Process registrations, bookings, and payments in accordance with organizational procedures, ensuring accuracy and efficiency.
Provide program and service information, assist with account navigation, and troubleshoot user issues to resolve concerns during the initial contact whenever possible.
Follow standardized call scripts and resolution flows to ensure consistent and high-quality service delivery.
Escalate complex or unresolved issues to the Senior Agent or Team Lead, collaborating as needed to ensure timely resolution and service continuity.
Collaborate with team members and other departments to support the seamless resolution of inquiries and ensure operational consistency.
Monitor and strive to meet key performance metrics such as call quality, first-call resolution, resolution time, and Customer Satisfaction (CSAT).
Log call data and customer interactions accurately, capture relevant details, and categorize issues to support reporting and continuous improvement.
Adhere to all call handling procedures, privacy guidelines, and organizational policies to ensure service excellence and compliance.
Perform other duties as assigned.
You bring:
High school diploma required; post-secondary education or equivalent experience preferred.
0–2 years of experience in a contact centre, customer service, retail, or information distribution environment.
Intermediate ability to use CRM systems and telephony tools in a high-volume setting.
Experience working with telephony and CRM platforms to support inbound inquiries.
Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
Strong oral and written communication skills, with the ability to convey information clearly and effectively over the phone.
Demonstrated problem-solving and conflict resolution skills in a fast-paced environment.
Well-developed interpersonal and relationship-building skills, with the ability to engage members, staff, and volunteers in a professional and respectful manner.
Strong organizational skills and attention to detail.
Familiarity with YMCA programs and services considered an asset.
Flexibility regarding assigned work schedule
Commitment to diversity, equity, inclusion, and building a sense of belonging.
What you need to succeed:
Commitment to the YMCA’s Mission, Vision and Values
Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter
Why work for the YMCA?
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.
Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.
The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.
If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.
In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.
The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview.
Check out the next steps in our recruitment process and see what others are saying about working at the YMCA.
Hourly Rate: $20.99– Check out the YMCA’s total compensation package!
Location: 90 Eglinton Avenue East, Toronto
Work Hours: 20-30 hours/week
Employment Type: Contract Part Time Hourly-6 months
Number of Vacancies: 4
Anticipated Start Date: June 1, 2026
Deadline to Apply: March 24, 2026 by 5 pm
Be the Spark! Join our passionate Membership Services team and help us to achieve great things in our community!
The Contact Centre Agent - Inbound, plays a key role in creating a positive first impression by supporting individuals over the phone with care, clarity, and professionalism. This position contributes to smooth service delivery by handling inquiries, guiding users through account-related matters, processing transactions, and providing accurate information about programs and services. Success in the role relies on strong verbal communication, attention to detail, and the ability to follow established call flows and service standards. Collaboration with colleagues and a focus on continuous improvement help ensure a consistent and high-quality experience for every caller.
In this role, you will:
Respond promptly and professionally to inbound inquiries from members and the public by phone, and provide courteous, accurate, and timely information.
Process registrations, bookings, and payments in accordance with organizational procedures, ensuring accuracy and efficiency.
Provide program and service information, assist with account navigation, and troubleshoot user issues to resolve concerns during the initial contact whenever possible.
Follow standardized call scripts and resolution flows to ensure consistent and high-quality service delivery.
Escalate complex or unresolved issues to the Senior Agent or Team Lead, collaborating as needed to ensure timely resolution and service continuity.
Collaborate with team members and other departments to support the seamless resolution of inquiries and ensure operational consistency.
Monitor and strive to meet key performance metrics such as call quality, first-call resolution, resolution time, and Customer Satisfaction (CSAT).
Log call data and customer interactions accurately, capture relevant details, and categorize issues to support reporting and continuous improvement.
Adhere to all call handling procedures, privacy guidelines, and organizational policies to ensure service excellence and compliance.
Perform other duties as assigned.
You bring:
High school diploma required; post-secondary education or equivalent experience preferred.
0–2 years of experience in a contact centre, customer service, retail, or information distribution environment.
Intermediate ability to use CRM systems and telephony tools in a high-volume setting.
Experience working with telephony and CRM platforms to support inbound inquiries.
Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
Strong oral and written communication skills, with the ability to convey information clearly and effectively over the phone.
Demonstrated problem-solving and conflict resolution skills in a fast-paced environment.
Well-developed interpersonal and relationship-building skills, with the ability to engage members, staff, and volunteers in a professional and respectful manner.
Strong organizational skills and attention to detail.
Familiarity with YMCA programs and services considered an asset.
Flexibility regarding assigned work schedule
Commitment to diversity, equity, inclusion, and building a sense of belonging.
What you need to succeed:
Commitment to the YMCA’s Mission, Vision and Values
Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter
Why work for the YMCA?
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.
Joining the Y means contributing to over 170 years of providing opportunities for people to shine through programs and services, such as health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2025–2030 strategic plan, Greater Together, which outlines how we are focused on building communities where people feel healthier and more connected to their neighbours.
The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.
If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.
In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.
The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview.
Check out the next steps in our recruitment process and see what others are saying about working at the YMCA.
💡 Quick Summary
Seeking a career-building opportunity? The Contact Centre Agent - Inbound position is now open for candidates interested in the Back Office Jobs sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
