Call Centre Manager, Inside Sales Support - Toronto Blue Jays

Date: Aug 12, 2019

Location: Toronto, ON, CA, M5V 1J1

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

NATURE & SCOPE

Reporting to the Director, Ticket Sales & Service, the Manager, Call Centre (Inside Sales & Support) is responsible for all inbound telephone sales/inquiries/support for new Season Ticket Memberships, Luxury Suites, Game Packs, Group Sales and single game tickets for the Toronto Blue Jays and Spring Training Flex Packs and single game tickets for games in Dunedin, Florida.  This role oversees a team that will include both full time and a part time positions and will rely heavily on organized and highly efficient processes to manage inbound call volumes, wait times, and ticketing support initiatives throughout the calendar year.

 

RESPONSIBILITIES

  • Lead Call Centre (Inside Sales & Support) department, including staffing, scheduling and day to day management of team
  • Assist in developing and overseeing strategic plan to hire and provide continuous training for full time and part time staff
  • Manage a team that handles inbound calls for Toronto Blue Jays single game tickets, new Season Ticket Memberships, Luxury Suites, Game Packs, Group Sales and other ticketing products as required
  • Manage a team that handles inbound calls for Blue Jays Spring Training single game tickets, Game Packs and other ticketing products as required
  • Implement and maintain a plan for the department’s use of Salesforce CRM, including tracking, analyzing and reporting on data captured
  • Leverage data and reports generated from internal inbound phone systems to create strategies to optimize wait times, staffing levels and excellent fan experience while selling and supporting all ticketing products
  • Create, train staff and execute a strategic plan that includes a detailed sales process for inbound calls, prioritizing delivering high quality customer service while identifying upsell opportunities and generating incremental sales
  • Work closely with Ticket Sales & Service team to ensure clear communication, sharing of information and cross functional collaboration within departments
  • Deliver game day ticket revenue reconciliation reports to finance and senior leadership teams
  • Assist with game day operations and perform other duties are required


QUALIFICATIONS

  • University degree or College diploma in sports management/business/marketing or other related program is preferred
  • Five to seven (5-7) years of experience in sales, account management, call centre or service-oriented environments
  • 3+ years of experience managing a call centre team
  • Experience recruiting, hiring and providing on-going training to staff
  • Experience with collecting payments, invoicing, account creation, CRM data and account management
  • Experience running complex reports and sales functions using Archtics event ticketing system and the Salesforce CRM system is an asset
  • Excellent communication skills with a commitment to service excellence and customer satisfaction.
  • Ability and willingness to work evenings, weekends and holidays as required
  • Interested in working collaboratively and supporting a team environment
  • Ability and willingness to work evenings, weekends, and holidays as required
  • Legally able to work in Canada
Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Blue Jays Way (210), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 163173
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  [[req_strategyPage]] 

 

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