Contact Centre Agent - Outbound Sales

YMCA of Greater Toronto•Toronto, ON

4d•CA$24•Onsite

About The Position

The Contact Centre Agent - Outbound Sales, plays a vital role in promoting YMCA programs and memberships by engaging prospective and existing members through outbound calls. This position focuses on delivering a consistent and customer-focused sales approach using approved scripts and strategies to convert leads and support organizational growth. Success in the role depends on strong communication skills, adherence to compliance standards, and the ability to adapt to evolving campaign priorities. Collaboration with sales and marketing teams and a commitment to continuous improvement help ensure the achievement of individual and team sales targets while reinforcing the YMCA brand.

Requirements

High school diploma required; post-secondary education or equivalent experience preferred.
1–3 years of experience in sales, contact centre, or customer service environments.
Sales training or certification considered an asset.
Strong persuasive communication and verbal selling skills.
Experience using dialer systems, sales scripts, and CRM tools in an outbound calling environment.
Advanced ability to navigate CRM and sales platforms to track interactions and manage leads.
Proficiency with Microsoft Office, particularly Outlook, Word, and Excel.
Strong oral and written communication skills, with the ability to convey information clearly and effectively across channels.
Demonstrated problem-solving and conflict resolution skills in a high-volume setting.
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.
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-Oriented, Team Player & Leader, Equity and Wellbeing Promoter.

Nice To Haves

post-secondary education or equivalent experience preferred
Sales training or certification considered an asset
Familiarity with YMCA programs and services considered an asset

Responsibilities

Conduct outbound calls to prospective and existing members to promote YMCA programs, generate leads, and support membership and program growth.
Follow approved scripts and sales strategies to effectively convert leads, overcome objections, and achieve individual sales targets.
Update CRM systems accurately with call outcomes, customer preferences, and relevant feedback to support reporting and follow-up.
Follow established pitch strategies and messaging aligned with campaign goals and target audiences.
Strive to meet or exceed key performance indicators, including sales volume, conversion rate, talk time, and follow-up activity.
Reinforce the YMCA brand through a customer-focused sales approach that builds trust and supports long-term engagement.
Ensure compliance with all regulatory requirements, privacy standards, and script usage guidelines during sales interactions.
Adapt quickly to changes in campaign strategy, lead sources, or target segments to remain aligned with sales priorities.
Track and report individual sales metrics regularly to support performance monitoring and continuous improvement.
Perform other duties as assigned.