ASSISTANT MANAGER, TICKET SERVICES


The Canadian Opera Company (COC) is currently seeking a full-time Assistant Manager, Ticket Services. Reporting to the Ticket Services Manager, the incumbent is responsible for the effective day-to-day operation of the department. This incorporates responsibility for the accurate and timely processing of all ticket sales, ensuring the highest standards of customer care is maintained. The incumbent will also supervise, train and coach staff working in the box office.

KEY RESPONSIBILITIES

  • Organizes staff scheduling in conjunction with the Ticket Services Manager

  • Ensures the accurate processing of all phone and mail subscription orders including the allocation of subscription seating

  • Distributes office tasks and follows up to ensure tasks are carried out in a timely and accurate manner

  • Controls all special ticketing for COC/FSC events including liaising with other departments, allocating holds, processing special ticketing requests and providing statistical reports and reconciliations

  • Ensures the ongoing maintenance and accuracy of the Tessitura computerized database

  • Works with the Ticket Services Manager to recruit and train part-time box office staff on Tessitura and other aspects of ticket services operations

  • Prepares and delivers training material related to new staff and at the start of each new season

  • Provides exceptional and accurate customer service through multiple channels including in person, over the phone and email

  • Provides added support through the handling of escalated calls

  • Updates the ACD phone system, including hold messaging as well as providing statistical data when required

  • Monitors accessible seating, stays abreast of AODA requirements and provides reports to relevant persons in a timely manner.

  • Completes performance duties at the Four Seasons Centre for the Performing Arts box office including supervising front-line staff, ensuring will call tickets are picked up, communicating with front of house staff, generating and verifying performance reports, and following up on any ticketing issues


KEY REQUIREMENTS

  • Solid working knowledge of computerized ticketing system, preferably Tessitura, along with excellent computer literacy in Microsoft systems, particularly Excel

  • Minimum three to five years’ experience working in a ticketing office or venue box office environment that requires regular patron contact and responsibility for cash management

  • At least one year of supervisory experience is preferred including the desire and enthusiasm in coaching and developing staff

  • Strong oral and written communication skills, excellent interpersonal skills and a professional telephone manner

  • Ability to achieve in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount

  • Ability to problem solve with diplomacy, tact and with a sense of urgency

  • Understanding and familiarity with AODA requirements

  • Available to work weekends/evenings at the Four Seasons Centre and at our administrative office
  • Appreciation of opera as a cultural art form is an asset

This is a full-time position with benefits.

ABOUT THE CANADIAN OPERA COMPANY

Based in Toronto, the Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America. The COC enjoys a loyal audience including a dedicated base of subscribers. Under its leadership team of General Director Alexander Neef and Music Director Johannes Debus, the company has an international reputation for artistic excellence and creative innovation. Its diverse repertoire includes new commissions and productions, local and international collaborations with leading opera companies and festivals, and attracts the world’s foremost Canadian and international artists. The COC Academy is an incubator for the future of the art form, nurturing Canada’s new wave of opera creators with customized training and support. The COC performs in its own opera house, the Four Seasons Centre for the Performing Arts, hailed internationally as one of the finest in the world. For more information, visit coc.ca.

APPLICATION PROCESS

Interested persons are invited to submit their resume and cover letter, stating salary expectations, no later than Tuesday, January 21, 2020 to:

[email protected]

Lorraine O’Connor
Manager, Human Resources Canadian Opera Company
227 Front St. E. Toronto, ON M5A 1E8

The Canadian Opera Company thanks, in advance, all applicants, however, only those considered for an interview will be contacted. No phone calls or agencies please.

The COC is committed to providing accommodations for people with disabilities in all parts of the hiring process. If you require an accommodation, please let us know and we will work with you to meet your needs.

Date Posted: January 9, 2020

Phone: 416-363-8231

Toll Free: 1-800-250-4653

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