Retention Administrator (Contract)

Scarborough Bluffs Park, ON
On-site
Posted Oct 9, 2026
1 position

$52,443 / year

Opens an external site

Employment type: Full-time, Contract
Experience level: Mid-level · 2+ years
Minimum education: Bachelor’s degree
Posting language: English
Working hours: 35 hours per week

Job summary

The Retention Administrator manages a caseload of clients to monitor progress toward sustained employment and ensures compliance with funder requirements. They maintain consistent communication with clients, verify employment outcomes, and document data in the CRM system.

Job details

Employment Type: Full-Time, Contract Position Status: New Position Work Hours: 35 hours per week Salary: $52,443 annually (Level 4), plus comprehensive benefits Contract Duration: November 2, 2026 to October 29, 2027 Location: 3090 Kingston Rd, Suite 300, Toronto, Ontario M1M 1P2 Internal Application Deadline: Monday, October 19, 2026 External Application Deadline: Wednesday, October 21, 2026 JOIN OUR TEAM Join YWCA Toronto, where intersectional feminism, community voices, and social justice drive lasting change. We welcome women and gender diverse people of all identities into a workplace rooted in equity, collaboration, and inclusion. The Retention Administrator provides essential client, administrative and technical support as part of the team, ensuring accurate and timely tracking of employment outcomes and compliance with funder requirements. The Retention Administrator plays a supportive role in sustaining post-employment engagement by maintaining consistent client communication, flagging support needs, and contributing to outcome achievement through education and documentation support. ABOUT YWCA TORONTO – YWCA EMPLOYMENT CENTRE (3090 KINGSTON ROAD) YWCA Toronto Employment Centre 3090 Kingston Road is a customer-focused program model for job seekers and employers, with focus on women, young women and gender-diverse people. The YWCA Toronto Employment Centre is funded by the Ministry of Labour, Training and Skills Development through their Employment Ontario Division (EO). We act as a one-stop service for all jobseekers and employers. We use our resources to support all job seekers, especially those more distantly removed from the workforce, to reach their goals. KEY RESPONSIBILITIES Manages a caseload of clients post job start and monitors their progress towards one year of sustained employment, aligning with funder’s Key Performance Indicators (KPIs). Maintains ongoing client communication through phone, email, video calls, and text, ensuring timely follow-ups as per funder guidelines. Conducts monitoring/retention verification at 1, 3, 6, and 12-month intervals using various communication methods (email, fax, phone, employer site visits). Collects and uploads in WCG’s Customer Relationship Management System (CRM) FutureFit AI (FFAI) proof of employment documentation to support outcomes and Performance-based funding (PBF) claims. Assesses client needs and collaborates with the Manager and the Employment Consultants to provide appropriate resources and referrals. Completes assigned monitoring caseloads effectively, demonstrating strong organizational, time management, and attention-to-detail skills. Organizes employer Broker Incentive Agreement (BIA) payment requests once all required documents are verified. Ensures accurate record-keeping and provides proactive retention support to enhance client outcomes and facilitate Performance-based Funding (PBF). Stays current on local labour market trends, community resources, government employment programs, and best practices in job search and career development. Guides clients in using digital tools and online resources to support job retention and workplace success. Targets: Contacts and monitors 320 clients per month (16-20 clients/day) Represents YWCA Toronto at internal and external events, including job fairs, employer sessions, and community networking activities. QUALIFICATIONS Undergraduate degree in Human Resources, Career Counselling, Marketing & Sales, Business Administration or any other relevant field. (Cases for Equivalency will be considered); Minimum 2 years of experience in administrative support, data entry, or client service within a fast-paced, professional environment. Experience working in employment services or familiarity with Employment Ontario programs Proficiency in digital tools, including Microsoft Office Suite, Adobe Acrobat, DocuSign, and client data systems (e.g., CRM). Strong organizational and time management skills with the ability to handle multiple priorities and meet deadlines. Excellent verbal and written communication skills and attention to detail. Ability to follow established processes, maintain accurate records, and ensure data integrity. Demonstrates professionalism, and respect for confidentiality. Flexibility to work occasional evenings or weekends based on program needs. Able to work independently, take initiative, and adapt to shifting priorities Commitment to inclusive, client-focused service in a diverse workplace NB: This is a 35 hours per week position; flexible hours required based on the availability of employers and employees; some work on evenings and weekends may be required. WHAT WE OFFER: Comprehensive Medical, Vision, and Dental Coverage Life Insurance and Long-Term Disability Benefit Multi-Sector Pension Plan: Employer’s contribution of 5.75% and Employee Contribution of 3.25% Time off: Starts with 20 Vacation Days, 1.5 Days Per Month Sick Leave, 12 Paid Holidays, Health Promotional Days and 4 Float Days Other Benefits: Child Care Benefits, Maternity/Parental Leave Supplementary Employment Benefits, Educational/Sabbatical Leave, and Financial Assistance for Professional Development Please note: A vulnerable sector police reference check is required by the successful candidate prior to hiring. YWCA Toronto is a unionized workplace. Staff are represented by CUPE Local 2189. This position is within the Bargaining Unit. Please indicate in your cover letter if you are an internal candidate (i.e., a member of the bargaining unit). For internal applicants, this position is not secondable. Posting Date: October 8, 2026 YWCA Toronto transforms lives. As the city’s largest multi-service women’s organization, we help women and gender diverse people escape violence, move out of poverty and access safe, affordable housing. We work tenaciously to break down barriers that hold women and gender diverse people back from achieving equality. Vaccination Policy: In accordance with YWCA Toronto’s COVID-19 Vaccination Policy, all YWCA Toronto employees, students and volunteers are strongly encouraged to obtain all COVID-19 vaccinations and booster doses as recommended by Toronto Public Health Please note: A vulnerable sector police reference check is required by the successful candidate before hiring. YWCA Toronto promotes the principles of anti-oppression and adheres to the tenets of the Ontario Human Rights Code. We encourage applications from women and gender-diverse people of all races, ethnic origins, religions, abilities and sexual orientations. YWCA Toronto provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted, please advise us if you require any accommodation. While we thank all candidates for their interest, only those selected for an interview will be contacted. YWCA Toronto may use AI-supported tools to assist with parts of the recruitment process; all hiring decisions are made by people and guided by our commitment to equity and fairness. YWCA Toronto is a Scent-Sensitive Workplace.

What you’ll do

Requirements

Candidates must hold an undergraduate degree in a relevant field and possess at least two years of experience in administrative support or client service. Proficiency in digital tools and strong organizational skills are essential for managing high-volume caseloads.