Full-Time Manager, Ticketing Services
Job Description
Manager, Ticketing Services
Permanent
Full-time
Visitor Experience Operations
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 encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.
We are currently hiring for the position of:
Manager, Ticketing Services
The Manager, Ticketing Services will report directly to the Director, Visitor Experience Operations and will have an Assistant Manager, part-time Supervisors, and Ticketing Agents from the Box Office and Call Centre reporting to them. Primary responsibilities include: Overseeing the day-to-day operation of the Box Office and Call Centre, ensuring exemplary service is implemented, ensuring daily reconciliations and reporting are prepared and balanced, attending Production meetings and ensuring all necessary information is disseminated to their team and communicated to visitors via TIFF Helps, and ensuring all bookings are processed for our internal stakeholders.
RESPONSIBILITIES:
Shall include but not be limited to:
- Oversee all hiring, training, scheduling, payroll and day-to-day operations of Box Office and Call Centre
- Ensure Customer Relations, Internal Orders inboxes, and relevant social media channels are tended to on a daily basis
- Outline and communicate best ticketing and customer service practices to their team
- Review and implement all ticketing policies as outlined by their Management team
- Manage the creation and maintenance of visitor-facing communications via TIFF Helps and Customer Relations inbox
- Setting performance standards, completing performance reviews for the Assistant Manager, and overseeing bi-annual performance reviews for all part-time employees
- Annually set departmental goals, in conjunction with organizational objectives, while also ensuring that Assistant Manager is actively working toward completing their personally set goals
- Managing the creation and maintenance of all training manuals for Box Office and Call Centre
- Adhere to PCI compliance; ensuring the confidentiality of all Visitor information collected
- Financial reconciliation including (but not limited to): safe audits, sales reporting, working within a budget, investigating and resolving complex financial discrepancies, ensuring accurate accounting and data collection
- Attend Production meetings, ensuring all necessary information is disseminated to Assistant Manager and part-time team, and accurately shared with visitors
- Regularly liaise with internal stakeholders, ensuring proper communication flow in preparation for events
- Handling escalated visitor concerns (in person, over the phone and in the Customer Relations inbox)
- Liaise with other departments and perform other duties as required
CONTRACT DATES OR START DATE:
- Nov 15, 2021
MINIMUM REQUIREMENTS:
- Minimum 3 years’ customer service, box office, and call centre experience in a Managerial role
- Post-secondary education
- Advanced Google Workspace skills, including Gmail, Drive, Sheets, Slides and Forms
- Advanced Microsoft Office skills, including Word and Excel
- Experience with Archtics and Ticketmaster ticketing systems considered an asset
- Experience with the reconciliation of financials; banking, accounting, safe/float management
- Previous office administration experience
- Excellent attention to detail, timelines and objectives
- Willingness to learn and a positive attitude
- Exceptional people and performance management skills
- Excellent communication (verbal and written) and customer service skills
- Problem solving and critical thinking capabilities
- Ability to work calmly under pressure and meet deadlines
- Adaptable to a flexible work schedule including some evenings and weekends
- A varied schedule including regular evenings and weekends. Ability to work at TIFF Bell Lightbox. Increased hours required over the August and September Festival period.
How to Apply
HOW TO SUBMIT & APPLICATION DEADLINE:- All applications must be submitted online through TIFF’s Career Centre.
- Please upload your cover letter and resumé as one PDF, before the deadline of Friday Oct 29, 2021 5:00pm
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