The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.
At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find TFI offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.
The Assistant Director of Group Sales will oversee strategy, planning, and execution of The Franklin Institute’s Contact Center, with a primary focus on Group Sales. This position will lead the daily operation of the Contact Center, which is TFI’s hub for guest communication and advance ticket sales, as well as managing and reporting the Admission Department’s funds. This is a critical role at The Franklin Institute that establishes the TFI customer experience by creating a culture of best-in-class pre- and post-visit service.
Position Description
Develop and execute strategic plans to meet or exceed group sales goals Understand industry trends for this market Maintain a thorough understanding of the TFI Group Sales process, including booking tickets, confirming reservations, collecting payment, and fulfilling orders through the Galaxy ticketing system. Oversee TFI’s Contact Center team to ensure standards are met and executed in a seamless and accurate manner. Determine contact center performance targets for speed, accuracy, quality, sales, and efficiency, and ensure these goals are met on a daily, weekly, and monthly basis Create a fun, positive, inclusive team environment for all staff members Assist the Director of Business Operations with achieving departmental goals and fill in support for ticketing and customer service initiatives when needed Complete weekly revenue reconciling procedures, including, but not limited to, cash and check deposits, closing shift reports, billing and refund submissions and partner revenue reports. Timely report errors to the Director. Responsible for the timely completion of Payroll and schedules for hourly team members as well as manager. Manage department spending according to budget Expertly operates the 8×8 contact center software and is the liaison between the contact center and IT. Develop and generate ideas that support delivering a World Class Visitor Experience to museum constituents. Update telephone system queue messages to ensure call routing is set up appropriately. Position Requirements
Bachelor’s Degree or equivalent experience. Minimum 3 years of Group Sales/Contact Center management or related experience; strong preference for venue or attractions experience Proven leadership roles with a strong background in managing a team in a visitor-facing organization Experience with fulfillment or ticket delivery for programs larger than 150,000 attendees annually Status
Full-time 37.5 hours per week, Monday through Friday. With a willingness to work occasional weekends & evenings. Compensation:
Minimum Salary/Hourly Rate: $75,000.00 Maximum Salary/Hourly Rate: $80,000.00 Benefits Information:
The Franklin Institute offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits. To apply, please visit our Career Center. We look forward to hearing from you! Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role. The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
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Develop and execute strategic plans to meet or exceed group sales goals Understand industry trends for this market Maintain a thorough understanding of the TFI Group Sales process, including booking tickets, confirming reservations, collecting payment, and fulfilling orders through the Galaxy ticketing system. Oversee TFI’s Contact Center team to ensure standards are met and executed in a seamless and accurate manner. Determine contact center performance targets for speed, accuracy, quality, sales, and efficiency, and ensure these goals are met on a daily, weekly, and monthly basis Create a fun, positive, inclusive team environment for all staff members Assist the Director of Business Operations with achieving departmental goals and fill in support for ticketing and customer service initiatives when needed Complete weekly revenue reconciling procedures, including, but not limited to, cash and check deposits, closing shift reports, billing and refund submissions and partner revenue reports. Timely report errors to the Director. Responsible for the timely completion of Payroll and schedules for hourly team members as well as manager. Manage department spending according to budget Expertly operates the 8×8 contact center software and is the liaison between the contact center and IT. Develop and generate ideas that support delivering a World Class Visitor Experience to museum constituents. Update telephone system queue messages to ensure call routing is set up appropriately. Position Requirements
Bachelor’s Degree or equivalent experience. Minimum 3 years of Group Sales/Contact Center management or related experience; strong preference for venue or attractions experience Proven leadership roles with a strong background in managing a team in a visitor-facing organization Experience with fulfillment or ticket delivery for programs larger than 150,000 attendees annually Status
Full-time 37.5 hours per week, Monday through Friday. With a willingness to work occasional weekends & evenings. Compensation:
Minimum Salary/Hourly Rate: $75,000.00 Maximum Salary/Hourly Rate: $80,000.00 Benefits Information:
The Franklin Institute offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits. To apply, please visit our Career Center. We look forward to hearing from you! Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role. The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
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