Call Centre Supervisor – PNE Prize Home Lottery

Full-time Contract;  April – September

Date Posted: March 11, 2021

Who we are…

The Pacific National Exhibition is an iconic institution in BC, famous for bringing generations of people together to celebrate and build memories. This 110 year old, non-profit organization has an annual operating budget of $48 million dollars and generates revenue through four activity streams:  the 15 day annual summer Fair which averages 800,000 guests each year, Playland amusement park which welcomes 375,000 guests annually including Fright Nights, year-round events including concerts, trade shows and film, cultural and community events.  The fourth activity stream is park care and facility maintenance.  The PNE is proud of the work it does at Hastings Park and has a vibrant team that is passionate about events, guest experience and being the best we can be.

The PNE Gaming Department oversees all gaming functions including PNE Prize Home Lottery, 50/50 Draw, and Wheel of Fortune Games. The PNE Prize Home Lottery is the oldest charity lottery in BC and features a new custom designed home as the grand prize. The Supervisor, Lottery Call Centre is responsible for coordinating and managing various operational aspects for all advanced sales of the PNE Prize Home Lottery. The Call Centre Supervisor of the PNE Prize Home Lottery reports to the Manager of Gaming.

We are seeking a motivated and highly efficient individual with a passion for Gaming and the PNE. Our ideal candidate will possess strong leadership, organizational & communication skills as well as a have strong attention to detail. We are looking for someone that has previous experience in a supervisor capacity along with cash handling and reconciliation experience in a fast paced office environment. This individual will work in compliance with all health and safety requirements as determined by WorkSafeBC, and all other applicable legislation and company policies.

Why join our Team?

• Exhilarating and fun-loving culture
• Flexible work environment
• Health and wellness employee events – put your hiking boots on, or enjoy an evening out with your favorite colleagues
• Opportunity for free or discounted tickets to shows, events, sports games, and much more
• Staff discounts for Playland, The Fair, and Fright Nights, as well as all PNE Food Stands
• On-site fitness center
• Competitive compensation package
• Opportunity to create lasting memories and friendships!

What will you do this year?

In your role as a Call Centre Supervisor your primary accountabilities will be to:

• Oversee day to day operations of the PNE Prize Home Call Centre ticket sales program
• Manage a group of 30 Call Centre Clerks
• Ensure all tickets orders are processed in an accurate, controlled and efficient manner
• Monitor the cash and ticket handling procedures, ensuring that security measures are in compliance with GPEB (BC Gaming and Enforcement Branch – government gaming) regulations and PNE requirements
• Prepare daily ticket and bank reconciliations
• Receive and prepare retail orders for processing, ensuring procedures and timelines are followed by our Retail Partner
• Create schedules to ensure efficient operations within the Prize Home Call Centre
• Hire, train, schedule and complete performance appraisals for all Call Centre staff 
• Respond to customer concerns and questions
• Ensure that office equipment and supplies are prepared for the Call Centre
• Lead by example by providing  exemplary customer service and responding to customer questions and concerns
• Perform other related duties as assigned.

What else?

• Graduated from a post-secondary program; OR an equivalent combination of education and experience.
• Must be 19 years or older and registerable with the BC Gaming Policy & Enforcement Branch (this involves a criminal record and credit check)
• Must have 1 year of experience in a supervisory capacity
• Must have a minimum of 2 years of experience in a fast paced office environment
• Must have a strong knowledge of computer applications including Microsoft Office, cloud-based applications and databases
• Must have previous experience with cash handling and cash reconciliation
• Experience with a high-volume of data entry is considered an asset
• Experience working in a Call Centre environment preferred
• Must be available to work extended hours during the Fair season (August 21 - September 6)
• Candidates must undergo a Criminal Record Check.

 Who are you?

• A strong leader
• Skilled at time-management
• A proactive problem-solver
• A customer service champion

 Where and when to APPLY?

Applications can be submitted via the PNE website at www.pne.ca/jobs and will be accepted until the role is filled.

Preference will be given to candidates who submit their resume/cover letter before Sunday, March 28th, 2021. We look forward to hearing from you!