Program Assistant, Booking Centre CPU (CP)

Competition #CP

Program Assistant Booking Centre CPU(CP)

Employment Type :

Permanent Full-Time Bargaining Unit (1 Vacancy - Internal Only)

Work Hours :

35 hours / week (Monday to Friday9 : 00am-5 : 00pm)

Work Setting :

Onsite - limited opportunities to work remotely

Salary :

Internal Rate F8 : $51186.35

Application Deadline :

January 12 2026by 11 : 59 pm

Who We Are

WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.

Visit to learn more about who we are and to review our Equity Statement .

We are committed to building an inclusive and diverse workforce representative of the communities we serve. We encourage and are pleased to consider applications from Indigenous peoples racialized persons / persons of colour women / women identifying persons with disabilities 2SLGBTQIA persons and others who contribute towards promoting innovative ideas and solutions.

Program Overview Community Programs (815 Danforth Ave Toronto ON)

The Booking Centres primary role is to optimize the client experience from their first point of contact with WoodGreens Community Programs Unit until they are securely attached to a program with an appropriate intake appointment information session registration or other program-specific entry step. The Community Programs Unit includes employment skills training newcomer financial counselling tax and other programs and services. The Booking Centre supports clients early attachment to multiple programs of need ensures response time service level agreements for referrals are met creates efficiency at scale for referral and intake management and creates a consistent and high-quality customer service experience.

The Program Assistant is responsible for receiving and aggregating inquiries and creating call lists for the Customer Service Representatives (CSRs) completing related data entry tasks on internal CRM 2.0 and ministry WCG systems and providing backup support for phone inquiries via Aircall system.

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 WoodGreens 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 WoodGreens and WCGs 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.
• Provide backup assistance and support to Customer Service Representatives (CSRs) in handling phone referrals and inquiries via the Aircall System.
• Assist in preparing weekly and monthly statistical reports for review to the Sr. Manager and Sr. Director including calculations of site client intake volumes booked appointments and other performance indicators.
• Communicate with the 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

What Will Set You Apart

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 of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

This public job posting uses AI-powered tools to screen assess or select applicants.

Required Experience :

Manager

Key Skills

Corporate Paralegal,Car Driving,Design Engineering,Electrical Controls,Consultancy

Experience : years

Vacancy : 1