Contact Centre Agent - Systems Support

YMCA OF GREATER TORONTO; Toronto; On-site; CAD 25,000 - 33,000; Part time

Job summary

YMCA of Greater Toronto is seeking a Contract Part Time on-call Contact Centre Agent – Systems Support to assist with ActiveNet and member data systems. You will support frontline staff by processing system requests, maintaining data accuracy, and troubleshooting routine issues.

You will conduct system setup and audits, participate in testing and project work, and help ensure compliance with organizational policies while supporting ongoing system operations.

Qualifications

• High school education required; post-secondary education or equivalent preferred.
• 0–2 years of experience in data management, customer service, retail, administrative, or systems support environments.
• Proficiency with Microsoft Office, Outlook, Word, and Excel.
• Basic proficiency in membership management, registration, CRM, or similar administrative systems.
• Ability to interpret and apply established processes, procedures, and system-related instructions.
• Strong organizational skills and attention to detail for data accuracy.
• Clear written and verbal communication skills; able to communicate across internal/external channels.
• Demonstrated problem-solving skills; able to work independently in a structured environment.
• Familiarity with YMCA programs is an asset.
• Flexibility regarding assigned work schedule.
• Commitment to diversity, equity, inclusion and safeguarding practices.

Responsibilities

• In this role you will set up and maintain programs, sessions, pricing, discounts, waitlists and membership structures in ActiveNet.
• Process account maintenance, cancellations, transfers and system adjustments within ActiveNet and related systems.
• Support frontline staff and internal users by responding to system-related requests in a timely manner.
• Troubleshoot routine technical and process issues; escalate complex matters as needed.
• Conduct system audits to ensure data quality, consistency, and accuracy.
• Assist with testing new functionality and provide feedback on updates.
• Contribute to projects involving new system implementations, integrations, upgrades, and improvements.
• Coordinate follow-up actions to support system operations and issue resolution.
• Log and track activities to support reporting and workflow management.
• Ensure work complies with processes, policies, and data integrity standards.
• Perform other duties as assigned.

Skills

Customer service

Data entry

Communication skills

Problem-solving

Attention to detail

Time management

Education

High School Diploma

Post-secondary education or equivalent experience preferred

Tools

Microsoft Office

Outlook

Word

Excel

CRM systems

Job description

Job Category: Sales/Membership/Contact Centre

Requisition Number: CONTA006664

Locations

Showing 1 location

Work Hours: On call as needed

Employment Type: Contract Part Time Hourly - 6 months (Existing Vacancy)

Number of Vacancies: 2

Anticipated Start Date: November 9, 2026

Deadline to Apply: October 30, 2026 at 5:00pm

Be the Spark! Join our passionate Membership Services team and help us to achieve great things in our community!

The Contact Centre Agent – Systems Support supports the day-to-day operation of the YMCA of Greater Toronto's ActiveNet platform and related member data systems. The role provides system support to frontline staff and internal users by processing system-related requests, maintaining accurate records, troubleshooting routine issues, and supporting data quality and consistency across YMCA programs and services.

In this role, you will:

• Conduct setup and maintenance of programs, sessions, pricing, discounts, waitlists, and membership structures in ActiveNet.
• Process requests related to account maintenance, cancellations, transfers, and system adjustments within ActiveNet and related member systems, including any related updates required to maintain accurate system records.
• Support frontline staff and internal users by responding to system-related requests and inquiries in a timely manner.
• Troubleshoot and resolve routine technical and process-related issues, escalating complex or unresolved matters to the Director or external vendor, as appropriate.
• Conduct system audits to ensure data quality, consistency, and accuracy within ActiveNet and related systems.
• Assist with testing new system functionality, updates, or enhancements and provide feedback when required.
• Contribute to projects related to new system implementations, integrations, upgrades, and operational improvements.
• Coordinate internal follow-up actions related to system configuration, maintenance activities, and issue resolution to support ongoing system operations.
• Log and track activities, requests, and system support work to support reporting and workflow management.
• Ensure all work is completed in alignment with established processes, organizational policies, and standards of accuracy, consistency, compliance, and data integrity.
• Perform other duties as assigned.

You bring:

• High school education required; post-secondary education or equivalent experience preferred.
• 0–2 years of experience in data management, customer service, retail, administrative, or systems support environments.
• Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
• Basic proficiency in membership management, registration, CRM, or similar administrative systems, with the ability to learn and adapt to new software and processes.
• Ability to accurately interpret and apply established processes, procedures, and system-related instructions.
• Strong organizational skills and attention to detail to ensure data accuracy and completeness.
• Clear written and verbal communication skills, with the ability to communicate effectively across internal and external channels.
• Demonstrated problem-solving skills and ability to identify and resolve routine system, data, and process issues while working independently in a structured environment.
• Familiarity with YMCA programs and services is considered an asset.
• Flexibility regarding assigned work schedule.
• Commitment to diversity, equity, inclusion, and building a sense of belonging.
• A commitment to uphold strong, safeguarding practices that protect the safety, well-being, inclusion of children and youth.
• YMCA Competencies: Accountable, Relationship-Builder, Improvement-Oriented, 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.