Box Office Supervisor

**Job Description**:
**What is the Opportunity?**:
**Main Duties & Responsibilities**:

- Open and/or close the box office on a daily basis. Maintain daily routine checklist including but not limited to counting and distributing cash tills, briefing the staff, printing ticket batches, and supervising customer service representatives (CSRs).
- Coordinate the hiring of all part-time box-office staff and ensure adequate staffing levels throughout the year.
- Train new part-time box-office staff, continually look for ways to improve training methods.
- Coach existing part-time box-office staff. Develop and implement creative ways to keep them engaged, learning, and providing excellent customer service.
- Keep staff informed of their performance and work one-on-one with each of them to set personal performance plans. Conduct regular reviews of part-time box-office staff.
- Work in consultation with management to set evolving goals and standards for customer service. Implement realistic and achievable procedures for part-time staff that support the objectives of The Royal Conservatory concert season as well as rental and offsite concert presenters.
- Ensure communication from Show Duty Managers and Ticketing Services Managers is being dispersed to all staff as required and develop appropriate reference materials and aids to ensure messaging to customers is always consistent, accurate and thorough.
- Delegate duties as appropriate to the Assistant Supervisor, Keyholders, and CSRs.
- Attend regular meetings with Show Duty and Ticketing Services Managers to keep apprised of new on sales and changes that pertain to subscriptions, house shows, rental shows and offsites.
- Keep the box office neat, tidy, and stocked. Report regular inventory checks to Manager of Ticketing. Order office supplies as needed.
- Manage the call centre software (hours of operation, holiday closures, etc).

**Job Requirements**:
**What We're Looking For**:

- 3-5 years of experience in a performing arts organization and/or in a box office.
- At least 1 year of experience in a supervisory role leading a team of part-time customer service staff.
- A proven ability to proactively motivate, engage, and coach part time staff.
- A high standard of customer service and the ability to clearly and consistently teach those standards.
- A positive and upbeat attitude.
- Ability to manage time, delegate, stay organized and attentive to details with little direction.
- Patience, attentiveness, and flexibility are important, as are listening, communication and problem-solving skills.
- Effective, thorough, and persuasive verbal and written communications skills.
- Intermediate knowledge of Excel, Outlook, and Microsoft Windows software.
- Experience working with computerized ticketing software, especially Spektrix, is an asset
- Experience with hiring, scheduling, and working with staff to improve their performance is an asset.
- Knowledge of and experience with the Royal Conservatory of Music is an asset.

**Additional Information**:

- Office work environment with extended periods of sitting and PC use.
- This position may need to lift items up to 15 lbs.

**Salary Range**:

- $46,000 - $48,000 per annum

**How to Apply**:
The RCM is committed to fostering an inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Anti-Racism, Access and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.