• Assists with the management of Patron Services personnel, including interviewing, hiring, training, and daily scheduling of Patron Services Representatives.
• Directly supervises the Patron Services Representatives, monitoring individual and team performance while providing ongoing support and guidance.
• Oversees the daily operations of the Patron Services team, ensuring that patrons are provided with exceptional service and that transactions, processes, protocols, and procedures are accurately followed using the appropriate tools and platforms.
• Assists in leading team meetings, creating and preparing agendas focused on daily and weekly priorities, new information and updates (e.g., Development and Marketing campaign information), and customer feedback.
• Addresses and resolves elevated customer service issues outside the scope of the Patron Services Representatives and Coordinators, and in collaboration with the Manager, as needed.
• Assists in reviewing Development and Marketing materials, including emails, mailings, brochures, and other patron-facing communications, to ensure accuracy and consistency of information, particularly from the patron's perspective. 
• Manages the daily Call Centre operations, including real-time performance monitoring and quality assurance. Reviews and troubleshoots employee and patron challenges and provides feedback and recommendations to the Manager, to optimize call flow and greetings, enhancing the patron experience and service efficiency..
• Collaborates with the Director and Manager on annual campaign planning and policy implementation.
• Assists with maintaining the Patron Services Centre, including visual presentation and operations. 
• Maintains relationships with venue partners to address customer service challenges, following up on notes from show reports, communicating concert changes, and share new concert information.
• Attends inter- and extra-departmental meetings as assigned, offering a patron-centred perspective.

• Assists in managing the Patron Services Department by setting and updating daily goals in alignment with the priorities of the Director and Manager. Oversees the monitoring of phone queues, Live Chat, Contact Us emails, and manages batch printing daily mail for subscriptions, single tickets, and Box Office pickup.
• Conducts regular performance reviews for the Patron Services Representatives and provides feedback and support through regular check-ins.
• Plans and leads training for all new Patron Services Representatives, utilizing the master training plan and resources created by the Manager and Director of Patron Services. Tracks successes and challenges to evaluate training outcomes and feedback, making recommendations to enhance training and onboarding processes, ensuring their success. Meets monthly with the Director and Manager to review individual and team performance.
• Assists patrons and colleagues with online Ticketing (TNEW) and back office ticketing system (Tessitura).
• Assists with covering the duties of the Manager and Coordinator(s) in their absence.

• Minimum two (2-3) or more years of management experience with strong organizational skills, able to lead, direct, and inspire employees. 
• Solid working knowledge of computerized ticketing systems, preferably Tessitura.
• Demonstrate exemplary problem-solving skills in a timely and professional manner which is patron centric to ensure repeat customer business
• Experience in effectively managing multiple medium-large scale tasks simultaneously; excellence in organizing and prioritizing.
• Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff including senior management.
• Comfortable working in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount.
• Able to adapt to a flexible working schedule, including early mornings, late evenings, weekends, and holidays.
• Experience and/or interest in issues of equity, accessibility, and inclusion.

Working Conditions/Physical Demands:

• Typical office environment, though some activity takes place at rehearsals, concerts, and special events. The employee will be required to perform the essential functions of the job during some evening and weekend concerts and/or events. The majority of the TSO’s concerts take place in Roy Thomson Hall. Donor events may take place in event facilities, restaurants, and private homes.
• Hybrid work environment - opportunity to work remotely as well as in the office. 
• Long periods (more than one hour) of sitting and typing at desk and on screen
• Long periods (more than one hour) of standing during events and concert duty