Supervisor, Box Office & Call Centre

This is a Full Time Job

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 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:

SUPERVISOR – BOX OFFICE & CALL CENTRE

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

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 volumes 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
• 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 cash in and cash out processes – ensuring their sales are balanced, troubleshooting when discrepancies occur, holding agents accountable when necessary
• Documenting and reporting any issues, concerns, feedback from customers and staff that occurred over their shift and 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:
• June 24, 2024

MINIMUM REQUIREMENTS:
• Familiarity with ticketing systems is an asset; Knowledge of Archtics is preferred
• Previous customer service experience is required (in person, via email, and telephone)
• Excellent written and verbal communication skills
• 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 SUBMIT & APPLICATION DEADLINE:
• All applications must be submitted online through TIFF’s Career Centre.
• Please submit a cover letter and resumé as one (1) PDF or Word document by June 3, 2024
• If you are an internal applicant, please coordinate with your direct manager in order to submit an internal application via ADP

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 requested.