Customer Care Team Lead, Ticket Services

Canadian Opera Company•Toronto, ON

1d•CA$45,000 - CA$48,000•Onsite

About The Position

The Canadian Opera Company is now accepting applications for the position of Customer Care Team Lead, Ticket Services. The Customer Care Team Lead plays a key role in supporting the daily operations of the Ticket Services department's Outbound Customer Care campaigns. This role sets the standard for patron-centred service across the Customer Care Team, coaching Specialists while personally handling the most complex escalations. They are responsible for blending team leadership and call centre operations with a growing voice in shaping customer relations strategy from direct patron feedback. The ideal candidate is goal-oriented, will possess superior communication skills, a positive attitude, strong problem-solving abilities, and have a capacity to motivate and lead others.

Requirements

Minimum 2+ years' experience in a ticketing, box office, or customer service environment, preferably in a supervisory or team-lead capacity
Experience working in or supervising a call centre environment required
Strong knowledge of Tessitura and MS Office
Exceptional oral/written communication and interpersonal skills; professional phone and email manner
Genuine comfort leading and coaching others through outbound sales/donor calling
Ability to thrive and lead calmly in a fast-paced, deadline-driven environment
Sound judgment and diplomacy when resolving the team's most difficult patron issues
Familiarity with AODA requirements; eligible to serve as a JHSC Worker member

Nice To Haves

Non-profit or donor-relations environment experience (asset)
Appreciation of opera as a cultural art form (asset)

Responsibilities

Coach and develop Customer Care Specialists, continuously raising the bar on service quality and team performance
Lead training for new and existing Specialists, refining training approach over time
Assign and oversee daily task distribution for the Customer Care team
Take ownership of the department's most complex or escalated patron issues, modelling a patron-first resolution approach
Join campaign-based outbound calling alongside Specialists, focusing on higher-difficulty calls
Create and maintain lead sheets, and monitor suppression lists to keep campaign calling lists accurate
Advise on lead pipeline health and floor lead distribution during active campaigns
Provide statistical reporting on campaign performance during sales meetings
Report on and advise the Manager on customer relations trends and strategy, based on direct patron feedback gathered through campaigns
Create collaborative and warm relationships with colleagues from other departments, particularly with regards to fundraising campaigns and patron feedback
Monitor the Ticket Services email account for queries regarding Outbound Customer Care campaigns, ensuring timely responses to customer inquiries and providing email templates for Specialists as applicable
Build deep working knowledge of productions, packages, membership, and donor events, coaching others to do the same
Contribute to Tessitura database accuracy and broader systems oversight
Maintain organized, well-equipped workspaces
Other duties as assigned