Part-Time Supervisor – Box Office & Call Centre
Job Description
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
Permanent
Part-time
Ticketing Services
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
START DATE:
● November 29, 2021
MINIMUM REQUIREMENTS:
● 2 years experience in ticketing
● Familiarity with Ticketing Systems; Knowledge of Archtics/PCI is preferred, other Ticketmaster platforms
are an asset
● Previous Customer Service experience (in person, via email, and telephone)
● Excellent written and verbal communication skills
● Fluency in a second language is considered an asset
● Previous cash handling and sales experience (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
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 NOVEMBER 3, 2021 CLOSING: We thank everyone who applies for their interest, but only candidates selected for an interview are contacted. Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment Visas. Please send any questions via e-mail only to careers@tiff.net. 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. As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities. If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net or 416-599-8433 x2013. We strive to provide reasonable accommodations whenever requested361 total views, 0 today