Assistant Manager, Ticket Services

Reporting to the Ticket Services Manager, the Assistant Manager, Ticket Services 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 motivate staff working in the box office.

KEY RESPONSIBILITIES

• Schedules staff 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 fashion
• 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
• Monitors the 3CX phone system, updating hold and voicemail 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
• Performance duties at the Four Seasons Centre box office includes 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 
• Minimum 12 months experience working in a ticketing office or venue box office environment that requires regular patron contact and responsibility for cash management preferably at a supervisory level or above 
• 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 and willingness to play a key role on Health and Safety Committee 
• Available to work weekends/evenings at the Four Seasons Centre for the Performing Arts and at our administrative office 
• Appreciation of opera as a cultural art form is an asset 
• The COC has a vaccination policy in place; applicants must be able to comply with this policy and the successful candidate must provide proof of full vaccination.

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. General Director Perryn Leech joined the company in 2021, forming a leadership team with

Music Director Johannes Debus and Deputy General Director Christie Darville. The COC enjoys a loyal audience, including a dedicated base of subscribers, and 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.

ABOUT THE JOEY AND TOBY TANENBAUM OPERA CENTRE AND CANADIAN OPERA COMPANY THEATRE

The Joey and Toby Tanenbaum Opera Centre is located at 227 Front St. E., in the heart of Toronto’s Corktown neighbourhood. It houses the Canadian Opera Company’s administrative offices, ample coaching and rehearsal spaces, workshops for props, wigs, and makeup, as well as archives, a music library, and a highly customizable performance venue: the Canadian Opera Company Theatre (COCT). The 19th-century building saw extensive renovations in the mid-1980s, largely funded by a substantial gift from Joey and Toby Tanenbaum. Most recently, the space was retrofitted with all new recording and broadcast capabilities, throwing open the door to increased accessibility and artistic possibilities. The COCT is now a place for new works and experimental new productions, helping to boost local artists, fresh stories, and new perspectives.

As Canada's largest opera company, the COC deeply values equity and diversity across all levels of the organization and believes in fostering an inclusive, discrimination-free environment that fully supports our team’s personal and collective success. We are committed to building a workforce that reflects our community, our city, and our country and, in turn, the COC welcomes applicants from all backgrounds and abilities who share and embrace these values of anti-racism and inclusion.

The COC is committed to providing accommodations for people with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) 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.