They are currently hiring for the position of:
Assistant Manager, Box Office & Call Centre
Reporting to the Manager, Ticketing Services, the Assistant Manager, Box Office & Call Centre will oversee a team of Ticket Agents and Supervisors in the day to day operations of the those locations. They will provide and demonstrate the highest level of customer service to all visitors in accordance with our service standards.
Providing direct leadership, coaching, training, and support to part-time Supervisors and Ticket Agents of TIFF Bell Lightbox Box Office and Call Centre to ensure the consistent delivery of exceptional service.
Handling of escalated customer service situations beyond the scope of part-time Visitor Experience teams
Upholding ticketing policies and ensuring they are employed in alignment with organizational standards
Supporting and assisting with addressing customer inquiries via email and social media in a timely manner
Overseeing the training and use (sales/data collection/reporting) of Archtics, TM Host, for all Box Office & Call Centre staff
Troubleshooting, solving technical issues, and collecting information for system errors on all Box Office equipment and software
Assisting in the maintenance of the Box Office float, daily financial reconciliation of all sales for all methods of payment, replenishment of change, and Box Office financial reporting
Managing all office administration duties including office supplies, ticket stock, ticket jackets, marketing materials, gift cards, etc
Processing orders for internal departments, partner Festivals, and other partners via email
Liaising with various departments to provide visitors with accurate information at all times
Assisting with scheduling for the Box Office & Call Centre staff
3 + years experience working in a supervisory customer service role
2 + years experience in a computerized Box Office/Ticketing environment. Experience with Archtics and Ticketmaster products preferred.
Customer-focused positive attitude and demeanor
Must be comfortable in a leadership role, directing staff, making concise decisions
Openness to learn and work in a team environment
Attention to detail, accuracy, critical thinking, problem solving skills
Previous advanced cash handling, office administration, banking, accounting and safe/float management experience
Excellent verbal and written communication skills in English. Additional languages are an asset.
Ability to work calmly under pressure in a high volume environment
Adaptable to a flexing working scheduling, including early mornings, late evenings, weekends, and holidays
Start Date: January 2019
How to Submit & Application Deadline
Please submit cover letter, resumé and the names and phone numbers of 3 references as one (1) PDF or Word document, by 5pm on FRIDAY, DECEMBER 21, 2018.
All applications must be submitted online through the posting found on our website
Please note in your cover letter where you saw this job posting.
They thank everyone who applies for their interest, but only candidates selected for an interview are contacted. No telephone or walk-in inquiries please. All applications are considered confidential.
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