Support Supervisor

3 weeks ago

Toronto, Canada Rogers Communications Full time

Come play a key role in building the future of Sports & Media Everyone wants to be part of a transformational team - and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month

**Are you interested in joining the Toronto Blue Jays Game Staff Team? This is your chance.**

**The Toronto Blue Jays are looking for a Support Supervisor**

**OVERVIEW**

The Toronto Blue Jays Organization is looking for individuals who have exceptional skills in customer service, leadership, and teamwork, and thrive in a fast-paced, high energy environment. Overseeing different teams based on need, this role is cross trained on managing varying event/game day roles including Usher and Gate Staff.

Support Supervisors are flexible, adaptable and customer service focused. They have the ability to efficiently problem solve, proactively react to employee and fan needs, and provide professional guidance to Usher or Gate Staff. Support Supervisors are responsible for the direction of the team they are managing at each event/game, ensuring fans are receiving a high level of customer service including, but not limited to, ensuring fans are admitted in a welcoming and secure manner and ensuring fans are being accurately, safely, and efficiently seated. They work collaboratively across a peer group to ensure consistent staff management.

This is a leadership role; supervisors are required to lead by example, embody our values and ensure their staff are similarly working to the highest standard.

Applicants must be available to work a 90% of non baseball events (i.e. concerts), and 40% of all regular season home games, including evening, weekends and holidays as required. Usher Supervisors are also expected to arrive 45-60 minutes prior to gates open for briefings. Prior to the season, Usher Supervisors should be available for 1-2 nights a week and 1-2 weekends a month between December and April for season preparation work.

This is a part-time contract position from December to November with the possibility of extension.

**This role may be for you if**:

- You have a passion for customer services
- You are hands-on and unafraid of taking on new challenges
- You thrive in a fast-paced high-volume working environment
- You enjoy motivating, energizing and inspiring others

**RESPONSIBILITIES**:

- Lead and coach different teams to ensure customer-centric approach at all times
- Assist in monitoring and proactively adjusting staffing levels based on the requirements each game
- Assist in managing the attendance program including effectively addressing tardiness, absences and monitoring break times
- Ensure company standards and policies are upheld, such as all alcohol management policies, emergency procedures, ticket/admission policies, media regulations at Rogers Centre, etc.
- Stay on top of all game day activities, related events and initiatives throughout the stadium and communicate necessary information to staff in an effective manner
- Lead pre-game/pre-event meetings with different teams and ensure all pre-game/pre-event inspections have been completed including making sure staff are equipped with essential tools and resources to be successful
- Administrative duties include, but are not limited to, completing incident reports, deployment records and staff reviews
- Ensure ongoing and open communication with management with regards to events that occur during each game/event as well as provide feedback to ensure ongoing improvements
- Assist with recruitment, mentoring and professional development of different staffing teams
- Actively communicates with other staff and departments before, during, and post-events/games

**QUALIFICATIONS**:

- Demonstrated leadership skills including motivating and coaching teams
- Exceptional customer service skills with a focus on creating positive fan experiences
- Minimum 2 years in a customer service role
- 1-2 years supervisor or leadership role experience an asset
- Excellent problem solving, judgement and negotiation skills
- Able to collaborate effectively at all levels in the organization
- Excellent organization and time management skills
- Ability to react quickly to confrontational situations and diffuse conflict
- Strong interpersonal, verbal, and written communication skills
- Available to work 85% of all non-baseball events scheduled in a calendar year
- Available to work a minimum of 30%, or as needed, Blue Jays’ regular season scheduled home games
- Ability to work in a busy, fast-paced env

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