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Operations Support Specialist

2 months ago

Cary, United States School of Government Services, Inc Full time

Position Summary

SOG Services is an official associated entity of UNC School of Government. As the largest university-based local government training, advisory, and research organization in the United States, the School of Government offers continuing professional education for more than 14,000 public officials each year. The activities of SOGS may include, but are not limited to, assisting the School of Government with, or directly performing or carrying out, such research, consulting, advising, trainings and educational workshops and seminars and other similar services and programs of the School of Government.

The Programs Division provides meeting planning support to the School’s 200 courses, webinars, and specialized conferences. As a part of the Programs Division, the Registration and Client Services team provides registration services for the School’s continuing education programs, including more than 200 programs and courses annually, and is responsible for managing the School’s continuing education course evaluations, allocating space and resources, including eight classrooms, nine seminar rooms, and common spaces, visitor parking, and client assistance and wayfinding via front desk coverage. In addition, the division provides direct support to faculty, clients, and program managers and performs a set of general client service functions in the building.

The Operational Support Specialist role serves as a launching pad for a career at the School of Government. This position equips individuals with a well-rounded skill set and in-depth knowledge of operations by providing support to School of Government faculty, operational leads, staff, and external clients. This is achieved through management of the School’s continuing education course evaluations, including creation, distribution, and final reporting, the School’s event calendar, visitor parking, and the Knapp-Sanders Building’s front desk operations, which involves providing assistance via the main switchboard, email inquiries submitted via the School’s website, wayfinding, other visitor customer service and administrative needs as related to the operational team. This is a full-time, in-person, permanent position located at the School of Government in Chapel Hill.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:


1.  (25%) The Operations Support Specialist is a dynamic role designed to provide essential operational assistance and strategic support across various divisions within the School of Government. This position offers a unique opportunity for professional development through varied assignments in divisions including registration, human resources, information technology, and business operations. Key responsibilities include but are not limited to:

Operational Assistance: Provide direct support to operational teams in executing daily tasks, projects, and initiatives. This includes assisting with client registration processes, program management tasks, HR administration, IT support functions, and business operations.

Project Management: Collaborate with division heads and project teams to contribute to the planning, execution, and evaluation of strategic projects aimed at enhancing operational efficiency and service delivery across divisions.

Cross-functional Collaboration: Foster strong working relationships with stakeholders across divisions to facilitate seamless communication and collaboration.

2.  (25%) Responsible for day-to-day operations of front desk, including ensuring continuous coverage during peak building hours and scheduled courses and special events. Open and close front desk space. Provide customer service via switchboard and shared inbox, including answering questions about School operations and transferring calls/emails to relevant faculty and staff, utilizing knowledge base, website, and other tools such as course registration system and event calendar to determine how assistance should be provided. Provide customer service to visitors, including wayfinding assistance to classrooms for course participants and connecting meeting attendees with faculty and staff. Escalate issues that may be reported to the front desk as needed, including parking gate or facilities issues. Work with team lead and other internal stakeholders to define and understand tasks and projects and corresponding roles and responsibilities. Escalate issues regarding competing priorities, clarity of roles and responsibilities in collaborative initiatives, or best solution to an issue or process.

Training and Development: Participate in training sessions and professional development programs to expand knowledge and skills relevant to operational support functions and specialized areas of focus.

3. (25%) Manage the School’s process for creating, distributing, and reporting instructor and course evaluations for all continuing education programs. Provide primary end-to-end support once course evaluation details have been submitted, including creation of evaluation, initial and follow-up distribution of evaluation to course participants, and formatting and distribution of final evaluation reports. Create faculty reports for Appointment, Promotion, and Tenure, as requested by Human Resources. Coordinate and collaborate with program managers, faculty, Human Resources, and Information Technology, to manage standard evaluations and reports, find solutions to special requests and needs, and troubleshoot issues as needed. Provide regular updates on requests and task completion and escalate issues regarding competing priorities and when unclear about priority level.

4. (25%) Manage visitor parking, including creating and distributing QR codes for visitor parking sessions for course participants, guest instructors, meeting attendees, and other visitors. Monitor visitor parking allocation and order gate monitors and overflow parking through UNC Transportation & Parking as needed. Generate and prepare course participant materials, including name tags, tent cards, and certificates. Assist with reservation and approval of classrooms for special events via School events calendar. Manage outside groups for which the School is providing event space, including reserving space and parking and coordinating with Information Technology and Facilities as needed. Provide regular updates on requests and task completion and escalate issues regarding competing priorities and when unclear about priority level.

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Bachelor’s degree or an equivalent combination of training and experience.
  • Attention to detail and a high level of accuracy are required for this position in order to accurately and securely maintain course and faculty evaluation records and to implement a variety of elements related to complex training programs.
  • Understanding of survey software, preferably Qualtrics, as well as use of other applicable technology and equipment to assist with creating, distributing, and reporting of course and faculty evaluations. Candidate should show the ability to keep current with technical developments and trends as they relate to the field of survey management. Ability to collect, analyze, and deliver data with sensitivity and urgency.
  • Ability to manage multiple, complex tasks simultaneously at a high level of independence and with minimal direct supervision, escalating when appropriate in scenarios involving competing priorities, special assignments, and issues requiring cross-functional troubleshooting.
  • Strong customer service and verbal and written communication skills. Ability to establish and maintain working relationships with internal and external clients. Ability to provide complex and strategic information and advice to clients. Ability to interact with key people at all levels of the organization. Ability to effectively supervise and provide guidance and mentorship to employees in customer service roles.

The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.

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