Remote customer service representative supporting global brands through Teleperformance’s customer experience management services. Handling inquiries, technical issues, scheduling, and data entry from home.
CI
Customer Care Team Lead, Ticket Services
Posted last month
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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Virtual Assistant managing customer calls, plumbing appointments, dispatch, and administrative support. Front - line coordinator for Ottawa - based plumbing service company Ottawater.
Customer Service Representative supporting PrimeXBT forex and crypto clients via email, live chat, and phone. Troubleshooting issues, documenting recurring problems, and improving customer experience remotely.
Bilingual Customer Experience Agent supporting Kalkomey’s outdoor education customers in English and French. Resolving routine inquiries across phone, email, and chat.
Remote Customer Service Representative supporting healthcare billing patients for IKS Health. Handling calls, payment plans, financial assistance, and account resolution.
Bilingual Customer Experience Specialist supporting Silk & Snow customers through phone, email, and live chat. Resolving product, order, and delivery issues for an affordable luxury sleep - products company.
Seasonal part - time retail representative supporting Indigo’s bookstore operations in Kelowna. Managing inventory, merchandising products, and creating engaging customer experiences.
Tenancy Support Agent supporting Peel Housing Corporation tenants with tenancy issues, referrals, records, and hearings. Hybrid role serving vulnerable residents across Mississauga housing properties.
BMO complaint resolution specialist reviewing complex banking complaints and drafting customer responses. Improving processes and coordinating risk - sensitive solutions for Quebec clients.
BMO complaint resolution specialist resolving complex customer complaints about banking products and services remotely in Ontario. Analyzing cases, advising stakeholders, and improving complaint processes.