Daytime Supervisor

The Daytime Supervisor for the Department of Learning and Academic Engagement (LAE) is responsible for the management and oversight of all LAE-staffed patron service points during the daytime hours Sunday through Thursday. In collaboration with the evening/weekend supervisor, the daytime supervisor creates and maintains the hourly schedule for department service points, including physical desks and online chat. The supervisor directly supervises, trains, and supports 3 library technicians and several graduate student employees. The supervisor regularly staffs the department's service desks and chat service, providing research and technology assistance to patrons and provides support for events and outreach activities coordinated by the department. The individual in this position works as part of a collaborative team with the other department supervisors, communicating regularly to share important information and ensure continuity in service and department operations.

Library / Libraries

Qualifications

Required qualifications:

* Bachelor's degree or equivalent combination of education and experience.
* At least three years of successful supervisory and management experience, preferably in a library or busy public service or customer service environment.
* Experience hiring, training and coaching staff.
* Experience designing and implementing workflows in a collaborative team setting.

Desired qualification:

* More than three years of relevant work experience.
* MLIS or advanced training beyond the bachelor's degree.
* Experience with complex scheduling.
* Experience supervising bargaining unit staff.
* Advanced training in library, customer service, management, or related field(s).
* Experience with technology services (e.g., PC and Mac computers, high speed printers, scanners, plotters).

Job Specific Qualifications

Significant understanding of:

* Customer or patron service best practices.
* Public services in academic libraries.
* Effective supervisory techniques and strategies.

Ability to:

* Supervise, train, guide, motivate, and evaluate staff.
* Create and manage staff schedules.
* Work well under pressure and in the spotlight.
* Lead and analyze workflows, projects, and services.

Demonstrates:

* Successful experience managing services and staff in a busy customer service setting involving technology and information services.
* Strong discernment and independent judgement in handling personnel issues and customer service situations.
* Strong interpersonal skills and ability to collaborate as well as delegate.
* Strong skills in understanding, analyzing, and solving problems related to library service and operations.
* Strong technology skills and problem-solving ability with software and equipment used by staff and patrons.
* Strong time management and organizational skills and strong work ethic.
* Creativity, flexibility, and ability to adapt to change.
* Strong written and verbal communication skills.

Responsibilities

Staff Supervision and Management

* Hire, train, supervise, evaluate, and direct the work of 3 daytime library technicians (LTs).
* Hire, train, supervise, evaluate, and direct the work of several graduate student employees, with support from the evening/weekend supervisor and student support group leader.
* Provide support to all library technicians, student assistants and the student support group leader in their service and departmental responsibilities during the daytime hours.
* Oversee the work of LTs involved in training and supporting graduate student employees.
* Manage operations of Learning and Academic Engagement service points, including service desks and chat service during daytime hours.
* Create and maintain LT and student schedules in collaboration with evening/weekend supervisor and student support group leader. Ensure service areas are staffed as scheduled with no coverage gaps and resolve emergencies as they arise. Revise schedules when needed following Libraries and Bargaining Unit contract guidelines.
* Communicate with evening/weekend supervisor and department head regarding any scheduling issues.

Department Efficiency

* In consultation with the department head and other department supervisors, create, maintain, and propose modifications to policies, procedures, and workflows related to service in order to support goals of the department.
* Work with department head and other department supervisors to achieve efficient department workflow and operations, service delivery, and data review, gathering and analysis.

Research Assistance

* Staff physical service desks and chat service on regular schedule and on as needed basis.

Event and Outreach Support

* Provide logistical support for the wide range of outreach activities and events hosted in the Miron Learning Commons, including communicating with partners, scheduling set up and take down, signage, etc.
* In collaboration with other staff, coordinate the Libraries' participation in campus information fairs and events, including staff participation and promotional materials.

Other duties as assigned.

Physical Requirements

Not Applicable

Tools/Equipment

Not Applicable

Application Instructions

In addition to completing an online application, please attach a resume and cover letter.