Competition #2025-518-CP
Booking Centre Program Assistant (2025-518-CP)
Employment Type:
Permanent Full-Time, Bargaining Unit
Work Hours:
35 hours/week (M-F 8:30am-4:30pm OR 9:00am-5:00pm)
Work Setting:
Exclusively Onsite
Salary:
External Rate F7: $49,179.05
Internal Rate F8: $50,182.70
Application Deadline:
February 3, 2025 by 11:59 pm
Program Overview – Integrated Employment Services, Community Programs (815 Danforth Ave) Integrated Employment Services at WoodGreen is a high-performance team that improves communities, families and individual lives through effective access to employment. Working at a local Integrated Employment Services Centre or other sites in the City of Toronto, they rapidly help high-need jobseekers obtain quality, sustainable employment. The employment needs in the City of Toronto are intense, and our staff bring compassion, energy, focus and skill to address these needs in a fast-paced, high-volume environment. WoodGreen’s staff are supported by caring managers, training, tools, procedures, and systems for success. We aim to have the best jobseeker client experience and outcomes available in Canada, and our Integrated Employment Services team is a cornerstone of this success.
What You Will Do
- Receive and aggregate inquiries and referrals from email inboxes, voicemails, internal referrals, and external sources such as WCG (e.g., TRF, RASP).
- Acknowledge and document internal referrals in WoodGreen’s CRM system, updating the status based on activity or client progress (e.g. referral received, appointment booked, client enrolled, etc.)
- Create and maintain accurate client records in WoodGreen’s and WCG’s systems.
- Review, organize and prioritize incoming inquiries and referrals as guided by the Booking Centre Supervisor based on referral source, channel and service level agreements (SLAs).
- Create daily prioritized call lists for Customer Service Representatives (CSRs) including open calls from prior days.
- Track the progress of call lists to ensure timely follow-up and completion by the CSRs.
- Handle non-voice contact rebooking requests, such as client emails or voicemails requesting changes to appointment times and update intake schedule in WCG’s booking system.
- Communicate with the Booking Centre Supervisor and CSRs to ensure call lists and referrals are managed effectively.
- Liaise with internal teams and external partners to address discrepancies or resolve issues related to referrals and scheduling.
- Identify opportunities to streamline referral and scheduling processes, providing feedback and recommendations to the Booking Centre Supervisor. Support the implementation of updated workflows or systems as required.
What You Bring to the Team
- Post-secondary education in office administration (or equivalent skills and experience)
- Minimum one year in a role requiring significant administrative work (e.g. accurate and fast keyboarding, email communication, scheduling, data entry, records management, report writing, task tracking, and document organization)
- Proficiency in the Microsoft Office Suite (Outlook, Excel, Word)
- Familiarity with client resource management systems (e.g. Microsoft Dynamics, SalesForce) a plus.
- Excellent attention to detail
- Knowledge of employment services or social services is an asset.
- A strong sense of personal accountability for accomplishing individual tasks.
- Coachable and able to adapt and change in procedures, systems, etc.
- Patience, compassion and sensitivity to deal with different cultures and different levels of abilities among clients, colleagues, partners and others in the work environment.
- Understanding of and ability to communicate principles and practice of diversity and anti-racism.
- Excellent organization and time management skills and strong attention to detail.
- Ability to report to work at various WoodGreen locations throughout Toronto.
WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at careers@woodgreen.org of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.
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