Contact Centre Agent Inbound

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.
• 02 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 YMCAs 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 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.

Required Experience:

Unclear Seniority