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|Company||Yale University - New Haven, CT|
|Position||Frontline Services Supervisor|
|Under the supervision of the Associate Director for Frontline Services, the Frontline Services Supervisor assists with the oversight of operations at service points in Sterling Memorial and Bass Library, including the SML service desk, the Bass service desk and the Microform Reading Room in the evenings and weekends. Demonstrates and instills a strong understanding of excellent customer service, facilitates communication and coordination between the Librarian for Frontline Services and staff, and fosters a cooperative, team‐oriented work environment. In close collaboration with the Associate Director of Frontline Services, the Frontline Services manager assists with the implementation of new technologies, services and workflows and actively seeks out service improvements. Supervises, motivates and coaches six support staff members. Establishes, monitors and incorporates performance indicators to assess and improve the quality of services provided by the unit. Investigates and implements improvements to workflow and technology. Contributes to development of system wide public services policies and procedures. Writes documentation and revises procedures. Participates in planning activities as part of the Sterling/Bass managerial team. 1. May be responsible for staffing and services in the following areas: information desk, circulation, course reserves (electronic and print), resource sharing, stacks maintenance, privileges, security, and/or oversight of and liaison for facilities operations. 2. Participates in hiring, training, coaching and evaluating the work of access services staff members. 3. Participates in planning and implementing new services, and supporting and improving existing services. 4. Responsible for ensuring consistency in service quality, policy interpretation, and following procedures. 5. Works with vendors or other units that support library operations, such as technical services, collection development, Library IT, facilities maintenance, and security. 6. Participates in departmental library access services program planning. 7. Participates in library system‐wide planning, committees, and work groups, and engages in campus, regional, and national professional organizations and collaborative activities. Participates in professional activities outside of Yale and monitors developments and best practices elsewhere to help ensure the excellence of Yale's collections and research support services. 8. May be required to assist with disaster recovery efforts. 9. May perform other duties as assigned.
Essential Duties 1. Supervises the day-to-day activities of support staff. 2. Assesses and resolves or escalates problems arising within unit. 3. Assists in the development of policies and procedures in support of unit. 4. Assists in long-range planning for work unit needs. 5. Participates in unit budget planning. 6. Evaluates work requests to determine if they are appropriate to this or another area. 7. Ensures that work flow is organized and staffed for quality efficient completion. 8. Communicates deadlines and special circumstances to staff. 9. Maintains equipment and supplies for unit. 10. Completes evaluations of direct report employees. 11. Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects. 12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors. 13. Supervises a staff of exempt and non-exempt employees. 14. May perform other duties as assigned.
Required Education and Experience Minimum requirement of Bachelorís Degree in related field and two years of related experience or an equivalent combination of education and experience.
Required Skill/Ability 1: Supervisory skills and experience. Demonstrated ability to successfully lead and work with a team of staff.
Required Skill/Ability 2: Strong commitment to public service. Excellent computer hardware and software skills, including demonstrated proficiency in using multiple Microsoft Office applications (Word, Excel), email and the World Wide Web.
Required Skill/Ability 3: Excellent analytical skills. Excellent oral and written communications skills. Ability to prioritize, multi‐task and meet deadlines.
Required Skill/Ability 4: Demonstrated ability to work collaboratively and independently with varied groups within a complex organization and rapidly changing, team environment.
Required Skill/Ability 5: Excellent customer service skills. Demonstrated ability to work independently and collaboratively in a diverse work environment.
Preferred Education, Experience and Skills: Supervisory experience in an academic or other research library setting.
Drug Screen No
Health Screening No
Background Check Requirements All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
Posting Disclaimer The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement: Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individualís sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the Universityís Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: firstname.lastname@example.org.
Note Yale University is a tobacco-free campus