Director Box Office
Director Box Office – Free Association Live Contact CentreRESPONSIBLE TO: VP TicketingRESPONSIBLE FOR: Box Office Manager’s/TreasurerFree Association Live and Magic Mike Live is seeking an enthusiastic and person-focused individual to lead our theater customer contact center in Las Vegas, for Magic Mike Live Productions in Las Vegas and other destinations, with the scope and potential for other productions. Our theatres, custom-designed for the show created by Channing Tatum, offer an intimate and immersive experience that has become a must-see destination on the Las Vegas Strip and in London’s West End.As we continue to build on our success, we're looking for someone passionate about live entertainment, dedicated to delivering top-tier guest experiences, that has the drive and experience to help launch this exciting new venture. This is a fantastic opportunity for individuals looking to expand their skills in international ticketing, customer service and technology, within the fast-paced world of Las Vegas Entertainment.Key Responsibilities:. Lead and oversee the daily operations of the contact center within the sales and ticketing department.. Use company software to track calls, ticket sales, departmental statistics, and to train and monitor employee performance.. Build, mentor, and manage a high-performing customer service team to ensure a high end, profitable guest service.. Drive performance through team development, coaching, and mentoring.. Adapt to evolving business needs and proactively address challenges.. Creating and implementing operational strategies, sourcing equipment and managing other aspects of the contact center’s daily operation.. Handling and resolving complex customer complaints in conjunction with the Box Office and FOH Managers.. Setting and meeting performance targets and carrying out periodic appraisals.. Communicating and championing the company’s goals so that all employees understand their role.Customer Service:· Maintain expert knowledge of Magic Mike Live Productions including venue policies and show offerings.· Set goals for, and promptly handle guest inquiries via phone, text message, email.· Support and lead in executing ticket transactions, including sales, exchanges, and group bookings, with accuracy and efficiency using our ticketing system, Spektrix.· Support the Box Office Managers with Concierge, Brokers, and Affiliate partners with booking requests, availability, and pricing questions.· Accurately handle credit card sales and house seats, following company procedures, ensuring PCI compliance.· Support Sales and Hospitality Teams with thorough knowledge of our packages, VIP Experiences and initiatives, ensuring the Box Office Managers have the most up to date information.· Ensuring high levels of customer satisfaction by handling complaints, implementing customer service procedures, and developing strategies to improve customer experience. · Oversee and support customers with payment issues, web booking issues or general booking enquiries; working closely with the Ticketing Team to troubleshoot and improve on the overall sales experience. Staff Management:· Hiring, training and motivating contact center staff, as well as the Box Office Managers and other team leaders.· Foster a positive, team-oriented work culture with a focus on accountability and continuous improvement.· Ensure all team members adhere to company policies and Standard Operating Procedures.· Setting performance targets, monitoring KPIs (like call-waiting time, accuracy, sales rates), and conducting performance appraisals. · Providing ongoing coaching and development opportunities for staff to enhance their skills and performance. Operational Management:· Help build out a functional contact center, by setting up workspaces, liaising with HOD’s and IT teams to ensure all communication tools are set up and working for international communications.· Developing and implementing operational strategies, setting goals, and identifying areas for improvement. · Work in collaboration with the General Manager to ensure staff are appropriately trained and onboarded.· Overseeing the day-to-day operations of the contact center, including scheduling, resource allocation, and ensuring a smooth call flow. · Learn from and support Director Ticketing with some back-end administrative tasks, including but not limited to the ticketing system, marketing platforms and POS systems. Reporting and Analysis:· Tracking call center statistics, analyzing data, and preparing reports for senior management. . Tracking user feedback, key performance indices and other statistics.· Accurately prepare and submit morning and evening financial and sales reports. Budget and scheduling:· Contributing to the management of the contact center budget, ensuring cost-effectiveness.· Execute staff scheduling for the contact center, working in collaboration with the Las Vegas Box Office . Ensure cross training across training across the two teams. What We’re Looking For:· Highly motivated individual with a focus on driving success.· Prior experience in box office, contact center, or guest services.· At least 3 years’ experience in a Leadership role.· Exceptional communication skills, both verbal and written.· Strong interpersonal skills with a proactive and positive attitude.· Ability to remain calm under pressure and adapt quickly to changing circumstances.· Detail-oriented with excellent time management and problem-solving skills.· Available to work evenings, weekends as required.· Strong tech and systems skills. Desirable:· Formal leadership and/or coaching training.· Experience managing customer service platforms such as Zendesk.. Previous experience building out a box office or customer contact department. Benefits:· Paid Time Off + Federal Holidays.· Health, Vision, and Dental insurance.· Life/STD/LTD Insurance.· 401(k) retirement plan with company match.· Complimentary show tickets (based on availability).· Some work from hone flexibility.