SUPERVISOR, BOX OFFICE – INTERNAL CANDIDATES ONLY

Key Activities

Under the direction of the Senior Coordinator, Box Office, the Supervisor oversees the Box Office front-line team, ensures that customers are provided with exceptional service and that transactions, processes, protocols and procedures are accurately followed using the appropriate tools and platforms. The Supervisor collaborates and provides on-going feedback to management regarding the operations of the Box Office. The Supervisor supports, supervises, organizes and coordinates the workload and services provided by the Box Office front-line team on a day-to-day basis and ensures that they are kept up to date with internal communications. The Supervisor helps train and coach the front-line team and deals with escalated customer service issues. The incumbent also performs clerical, administrative and financial functions associated with event promotion, ticket sales and other activities, as required.

Other responsibilities include, but are not limited to:

•Supports the Box Office Agents and deals with customer service issues using good judgment and professionalism to deliver an enriching experience and thereby maintain and grow our audiences.
• Ensures alignment with the NAC and customer service expectations with a particular focus on the organizational values and building customer loyalty.
• Ensures the accurate and complete recording of key customer data points for each transaction.
• Ensures the accurate processing of tickets, subscription packages and payment for all sales.
• Ensures the accuracy of payments, deposits, cash floats and daily reconciliation of the Box Office Sales & Service Team.
• Contributes to the training and coaching of Agents in cultivating effective customer relationships, satisfaction and loyalty using all platforms and tools.
• Relays key information to the Box Office Sales & Service Team at the start of every shift and ensures that information disseminated to customers is accurate and complete.
• Engages with internal and external partners to process ticket requests, manage ticket inventory and perform general event management.
• Organizes and coordinates the services and workload in Box Office and monitors and adjusts staffing levels to ensure timely and courteous execution of assigned tasks and projects, across all channels.
• Uses Microsoft Teams to record and communicate with the rest of the supervisory team.
• Provides suggestions and feedback to the management team in order to improve service levels and to determine coaching requirements for the team, on an ongoing basis.
• Ensures the proper Box Office opening and closing protocols are observed and completed.
• Prepares financial and statistical reports for external promoters or internal partners as required.
• Troubleshoots escalated issues with our collaborators.
• Ensures that policies and procedures are respected and followed at all times.
• Prepares the daily reconciliation of Box Office sales for the Finance department.
• Actively collaborates with the Box Office Management team in the planning and preparation of Box Office weekly workload.
• Oversees outreach efforts to patrons over the phone and through other available channels, for courtesy and customer satisfaction purposes.
• Performs other related duties as required.

Skill Requirements

• Fluently bilingual in both official languages, spoken and written, with strong communication and interpersonal skills;
• Secondary school diploma and a minimum three (3) years experience in a customer service environment or equivalent combination of education and experience;
• A minimum of two (2) years experience leading a team;
• Excellent organizational skills, with the ability to manage a variety of projects and activities simultaneously;
• Detail-oriented with excellent decision making and problem-solving skills;
• Ability to work under pressure and adapt quickly to a fast-paced environment as part of a very busy team;
• Highly motivated, self-starter with proven ability to take initiative;
• Advanced knowledge in Windows environment and its programs, MS Office Suite, and the use of Internet.
• A past record of satisfactory attendance and punctuality is a requirement*.

*Regular attendance at work is an expectation of employment and an essential part of every job.