Assistant Manager, Box Office & Call Centre

Toronto International Film Festival

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Bell Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.

We are currently hiring for the position of:

ASSISTANT MANAGER, BOX OFFICE AND CALL CENTRE

Reporting to the Manager, Ticketing Services, the Assistant Manager, Box Office & Call Centre will oversee a part-time team of Ticketing Supervisors and Agents and the general day-to-day operations of the both locations. Primary responsibilities include: assisting in the provision of exemplary service, assisting with daily reconciliations and reporting, assisting with correspondence through the customer relations email, and overseeing general office administration.

Responsibilities

Providing direct leadership, coaching, training, and support to part-time Supervisors and Ticket Agents of the Box Office and Call Centre, ensuring the consistent delivery of exceptional service

Act as first point of contact for part-time team re: general inquiries and/or escalations

Assisting with customer service correspondence via customer relations email and social media streams

Assisting with the training and use of Archtics and PCI, for all Box Office and Call Centre staff

Troubleshooting technical system errors on all Box Office equipment and software

Assisting with the maintenance of the Box Office float, daily financial reconciliation, replenishment of change, and Box Office financial reporting

Managing all office administration duties including: general office supplies, ticket stock, ticket jackets, marketing materials, gift cards, etc.

Liaise with various departments to provide Visitors with accurate information

Assist with scheduling and payroll for the Box Office and Call Centre staff

Perform some light lifting as required to support management of ticket inventory and supplies

Perform any other duties as required

Requirements

3 + years’ experience working in a supervisory customer service role

2 + years’ experience in a computerized Box Office/Ticketing environment. Experience with Archtics/PCI 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 flexible work schedule including early mornings, evenings, weekends and holidays

How to Apply

Please submit a cover letter and resumé as one PDF or Word document, by 5pm on October 14, 2019.

All applications must be submitted online through the posting found on our website tiff.net/careers.

CLOSING:

We 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.

TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required. If you are a person with a disability and require assistance during the application and/or hiring process, please contact us in advance at humanresources@tiff.net or 416-599-8433 x2001, and we will work with you to meet your needs.

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Posted on October 3