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About the Role
The Customer Care Team Lead supports the daily operations of the Ticket Services department's Outbound Customer Care campaigns. This role coaches Specialists, handles complex escalations, and contributes to customer relations strategy based on patron feedback.
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 escalated patron issues, modeling a patron-first resolution approach.
- Participate in campaign-based outbound calling.
- 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.
- Report on customer relations trends and strategy to the Manager.
- Build collaborative relationships with colleagues from other departments.
- Monitor the Ticket Services email account for campaign-related queries.
- Provide email templates for Specialists.
- Develop working knowledge of productions, packages, membership, and donor events.
- Contribute to Tessitura database accuracy and systems oversight.
- Maintain organized workspaces.
- Perform other duties as assigned.
Requirements
- Minimum 2+ years of 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.
- 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 is an asset.
- Appreciation of opera as a cultural art form is an asset.
Skills
- Customer service
- Team leadership
- Coaching
- Training
- Call centre operations
- Customer relations strategy
- Problem-solving
- Communication
- Interpersonal skills
- Tessitura
- MS Office
- Phone etiquette
- Email etiquette
- Sales
- Data management
- Reporting
Location
- 227 Front St
- Four Seasons Centre for the Performing Arts
Work Type
- Full-time
- Onsite
Experience Level
- Team Lead
- Supervisory
About the Company
- The Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America.
- The COC enjoys a loyal audience and has an international reputation for artistic excellence and creative innovation.
- Its diverse repertoire includes new commissions and productions, collaborations, and attracts world-class artists.
- The company is an incubator for the future of opera, nurturing performers and creators.
- The COC’s purpose-built opera house, the Four Seasons Centre for the Performing Arts, is considered one of the finest in the world.
Equal Opportunity
- 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.