Supervisor, Ticket Office - Jobs in Toronto, ON

Job Description

Company DescriptionAt Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.Job DescriptionAs a valued leader within the Ticket Operations team, you will assist in leading the Ticket Agent team to deliver championship customer service to our fans. Under the direction of the Ticket Operations Manager, you will assist in overseeing and directing all aspects within the Ticket Office during events at Scotiabank Arena, BMO Field and Coca-Cola Coliseum. You will be instrumental in supporting Fan and staff relations during events, helping to ensure we are elevating the fan experience at every point of contact.

• Coach, Train and Supervise Ticket Agents during events, processing ticket transactions using Ticketmaster software (tmWIN/PCI/TM1 Sales and Archtics).
• Organize and delegate daily operations of ticket office activities including but not limited to roster and event detail notes.
• Ability to adapt to new ticketing technology and troubleshooting knowledge as required on a shift by shift basis.
• Use of Ticketmaster software systems to process ticket orders.
• “Think Like A Fan” to ensure not only your delivery of friendly and efficient ticket service, but also that of all the ticket agents working.
• Be ambassadors and fan educators on Mobile ticketing technology.
• Ensure Open/Close procedures are followed by ticket agents.
• Conduct pre-shift meetings with ticket agents prior to events to brief on all aspects of event operations.
• Address and resolve escalated ticket service issues relating that have been escalated in a timely and efficient manner.
• Assist with ticket order fulfillment and distribution, as required.
• Work collaboratively with internal departments such as Security Services, Fan Services and others, to elevate the fan experience.
• Act as an ambassador to our fan base by providing information on our venues, events and surrounding amenities.
• Conduct post-shift debriefs with management to identify efficiencies and improvements.
• Ensure ticket agents follow policies/guidelines as outlined in the Ticket Agent Collective Bargaining Agreement.
• Adhere to all MLSE service standards and policies including proper use/care of workplace technology, and Health & Safety requirements including utilizing proper PPE while on shift.
• Work in compliance with the provisions of the Occupational Health & Safety Act.
• Other administrative or service functions as required.

Qualifications

• Experience in Ticketmaster Host and Archtics ticketing systems required
• Shown ability to provide extraordinary customer service
• Possess the ability to coach and lead others to Unite, Empower and Create Extraordinary moments for our fans and employees
• Must be comfortable with use of computer technology and phone apps
• Ability to solve problems effectively and communicate findings
• Work well under pressure and handle multiple tasks at a time
• Proficiency in the use of the Microsoft Office suite
• Must be available to workdays, evenings, weekends and holidays as determined by the venue event schedule.
• Proven ability to manage/prioritize time sensitive customer requests
• Must be self-motivated learner, a team player and enjoy working with public
• Excellent interpersonal and communication skills
• Must be able to stand for approximately 4-5 hours
• Able to lift and carry up to 20lbs as required
• A winning attitude

Additional InformationApply by: June 26, 2022.We thank all applicants for their interest, however, only those selected for an interview will be contacted.At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.#LI-DNPQuick Apply

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