Remote customer service representative supporting global brands for Teleperformance. Handling customer queries, technical troubleshooting, scheduling, and data entry across Canadian provinces.
CI
Customer Care Team Lead, Ticket Services
Posted 2 days ago
About the role
- Customer Care Team Lead guiding ticket-service campaigns for Canada's largest opera company. Coaching specialists, handling escalations, and supporting outbound sales and donor-relations operations.
Responsibilities
- Coach and develop Customer Care Specialists, raising service quality and team performance
- Lead training for new and existing Specialists
- Assign and oversee daily task distribution for the Customer Care team
- Handle the department's most complex or escalated patron issues
- Join campaign-based outbound calling alongside Specialists, focusing on higher-difficulty calls
- Create and maintain lead sheets and monitor suppression lists
- Advise on lead pipeline health and floor lead distribution during campaigns
- Provide statistical reporting on campaign performance during sales meetings
- Report on customer relations trends and strategy based on direct patron feedback
- Collaborate with other departments, particularly on fundraising campaigns and patron feedback
- Monitor the Ticket Services email account and ensure timely responses to customer inquiries
- Build working knowledge of productions, packages, membership, and donor events
- Contribute to Tessitura database accuracy and broader systems oversight
- Maintain organized, well-equipped workspaces
- Perform other duties as assigned
Requirements
- Minimum 2+ years' experience in a ticketing, box office, or customer service environment, preferably in a supervisory or team-lead capacity
- Experience working in or supervising a call centre environment required
- Strong knowledge of Tessitura and MS Office
- Exceptional oral/written communication and interpersonal skills
- Professional phone and email manner
- Comfort leading and coaching others through outbound sales/donor calling
- Ability to thrive and lead calmly in a fast-paced, deadline-driven environment
- Sound judgment and diplomacy when resolving difficult patron issues
- Familiarity with AODA requirements
- Eligible to serve as a JHSC Worker member
- Available weekends/evenings at FSC and 227 Front St
- Non-profit or donor-relations environment experience (asset)
- Appreciation of opera as a cultural art form (asset)
Benefits
- Accommodations for people with disabilities during all parts of the hiring process in accordance with AODA
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