Intermediate Evening Coordinator, User Engagement-2

University of Ottawa•Ottawa, ON

2d•CA$63,155 - CA$78,944•Onsite

About The Position

The Intermediate Evening Coordinator, User Engagement is responsible for ensuring that team members create a welcoming, enriching, and secure work and study space for members of the University of Ottawa community and the general public during evening operations. This role involves ensuring team members complete assigned activities according to documented procedures and providing guidance to overcome obstacles. The incumbent will supervise student team members in the absence of a site coordinator.

Requirements

Post-secondary education in a relevant field or equivalent professional experience.
At least one year of experience supervising staff.
At least 3 years of customer service experience.
Planning
Initiative
Customer service orientation
Teamwork and collaboration
Ability to organize teamwork.
Ability to work independently and responsibly, with minimal direct supervision.
Excellent interpersonal and communication skills with a variety of clientele (students, teachers, administrative staff, management, community members) both orally and in writing.
Excellent analytical skills to determine customer needs, identify sources of problems and suggest solutions.
Ability to work as part of a team.
Bilingualism - French and English (oral and written).
Knowledge of library operations.
Knowledge of computerized systems and software, including word processing, spreadsheets, e-mail and the Internet.
Knowledge of the student system (uoZone) to find information in student records.
Selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language.

Responsibilities

Environmental safety: Be a friendly and welcoming presence at the main entrance while ensuring that only eligible library users enter the facility when the library is closed to the public. Mitigate any potential safety concerns through conscientious observations of the environment and activities of library users. Ensures uniform coverage at the podium throughout the shift. Patrols all library floors on main campus to reinforce and educate users on Library policies. Maintains order by defusing and resolving conflicts. Maintains close ties with Protective Services and Housekeeping to maintain a safe and pleasant work and study environment for all.
Problem management: Resolve site-specific problems on a daily basis, independently and as often as possible, from evening until closing time, and act as a resource person.
Employee supervision: In the absence of a site coordinator, supervise the work performed by student employees (navigators). Promotes a positive team environment and is involved in organizing team-building activities in collaboration with the Site Coordinator. Notify the Site Coordinator of any performance problems as soon as possible.
Evacuation and closing of facilities: At the end of public hours, and at the close of the library, participate in, and in the absence of a Site Coordinator, manage the evacuation of individuals who are not part of the University of Ottawa community. In the absence of a site coordinator, assumes the responsibility of team leader (white helmet) in the event of an emergency.
User services: In the absence of a site coordinator, operate the information desk and podium. Performs the same duties as supervised student employees, when necessary, with the objective of maintaining the library's customer service standards and being able to support the services of his/her team.
Service improvement: Work closely with the site coordinator to assess and explore opportunities for service improvement. Organize and participate in the development and implementation of initiatives to enhance the student experience.
Other Projects: Involve in projects other than those assigned to provide expertise to advance the work and mission of the library.