Job Description

SUPERVISOR – BOX OFFICE & CALL CENTRE

Permanent

Part-time

Ticketing Services

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:

SUPERVISOR – BOX OFFICE & CALL CENTRE

The Box Office & Call Centre Supervisor is primarily responsible for answering incoming calls and chats in the Call Centre, providing excellent customer service via email and social media, as well as supporting the Ticket Agents. In the Box Office, the Supervisor is primarily responsible for supervising staff, ensuring all shift duties are completed, and providing a high level of customer service. This position works closely with the Assistant Manager – Box Office & Call Centre, and reports to the Manager, Ticketing Services.  

RESPONSIBILITIES:

• Providing friendly, knowledgeable customer service on the telephone, via email or in person by giving information regarding all of TIFFs products and services in a timely and professional manner
• Handling large volume of sales on a regular basis
• Processing and reconciling cash, debit and credit card transactions with confidence
• Operating computerized ticketing systems and ensure all account data is captured accurately
• Maintaining discretion regarding confidentiality of all account information, as per privacy policy
• Adhering to and interpreting all Ticketing policies and procedures in both the Box Office and Call Centre to provide a high level of service
• Maintaining proper flow of shift, including scheduling breaks
• Supervising and supporting Ticket Agents to ensure all performance goals are achieved
• Troubleshooting equipment, software, and hardware 
• Filling out end of shift reports, entering nightly sales into Box Office Sales Report interface
• Maintenance and upkeep of the Box Office, Call Centre space and working desks
• Assisting Ticket Agents with cashing in and cash out processes – ensuring their sales are balanced, troubleshooting when discrepancies occur, holding agents accountable when necessary
• Handling escalations in-person, over the phone, and via email
• Documenting and reporting any issues, concerns, feedback from customers and staff that occurred over their shift.  Maintaining open communication with Management team
• Opening and closing the Box Office following all outlined procedures
• Working closely with all Visitor Experience teams – being able to communicate key information quickly and efficiently
• Training agents and updating them on new information and processes
• Performing some light lifting and other duties, as required

TARGET START DATE:

• April 11, 2022

MINIMUM REQUIREMENTS:

• Minimum two years ticketing experience.
• Familiarity with Ticketing Systems is an asset. Knowledge of Archtics/PCI is preferred, other Ticketmaster platforms are an asset.
• Previous Customer Service experience is required (in person, via email, and telephone)
• Excellent written and verbal communication skills (in English)
• Ability to speak multiple languages is an asset
• Previous cash handling experience is required. Experience handling sales of all types (credit, debit, gift cards)
• Enthusiastic, ambitious, self-motivated, open to working in a team environment
• Ability to problem solve independently, resolve conflict, remain calm in a fast paced environment 
• Knowledgeable about TIFF. Previous experience with the Toronto International Film Festival is an asset.
• Able to adapt to a flexible work schedule, including evenings, weekends, and holidays.

How to Apply

• 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 March 18, 2022.

Job Categories: Equal Opportunities. Job Types: Part-Time. Salaries: Not Disclosed.

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