Learning Services Coordinator

Overview:
Accountable to the Senior Manager, Student Services, the Learning Services Coordinator is responsible for providing exceptional front-line service to University of Waterloo students, instructors, faculty, staff, and the general public, as well as supporting the delivery of CEL’s learning resources, services, experiences, and events.

**Responsibilities**:
Level 1

Learner and Client Support
- current and prospective students, related to online credit courses and programs at the University of Waterloo and affiliated schools
- Waterloo instructors and staff looking for support
- anyone participating in CEL events
- Businesses, services, and vendors interacting with CEL
- For issues involving students:

- Triages requests bases on the nature, complexity, and urgency of inquiries and determines response
- Applies the appropriate regulations, procedures and policies presented to offer students accurate information concerning their situation
- Escalates complex problems to the Manager
- Upholds confidentiality and privacy of student case information as per University Policy 46
- Supports CEL workshops and events
- supports logistics including scheduling, facilities and amenities required for events
- handles communication and marketing campaigns for events, as well as registration using various university systems
- helps create any digital or print resources

Technical Support
- Provides Tier 1 support to users (students and instructors) for systems related to learning used by CEL and the university (e.g., LMS, SIS, Teams, exam proctoring, etc.)
- Liaises with Learning Technologies Analysts and Support Team Manager, Systems, to maintain requisite level of knowledge and coordinate on CEL support
- Gathers relevant information regarding technical issues and escalates them accordingly

Exam Support
- Supports Exams Team as needed during peak periods
- Supports students with exam scheduling, exam location, proctor selection, online proctoring technical issues
- Works with confidential and sensitive educational materials (exam masters, completed exams, student information)
- Invigilates exams including invigilation requests from other post-secondary institutions

Other
- Gathers and reports statistical data and key performance indicators (KPIs), e.g., support requests types, support response times and resolution rates, workshop participation rates, etc.
- Provides user input into the continuous improvements of support systems and resources
- Reviews student and faculty feedback and recommends improvements in CEL services
- Facilitates the transcription and captioning of media files through external service providers
- Helps onboard and may supervise co-op or other temporary staff that are assisting with exams, events, or special projects

Key Accountabilities: Level 2

In addition to being fully knowledgeable and competent in all responsibilities above and demonstrating an ability to resolve any challenges that arise, an LSC at Level 2 demonstrates the ability to execute many or all the following additional or incremental responsibilities:

- Acts as first point of escalation for Level I coordinators for customer service issues and requests.
- Trains and coaches new Learning Services Coordinators, Co-op Students, Work Study Students and Contract Staff about policies and with new and existing procedures
- Participates in the development of the administrative systems that are unique to this role and contributes new ideas that will increase efficiencies and improve workflow and operations
- analysis of and insights from KPIs
- Uses comprehensive knowledge of offerings to promote courses and programs to existing and prospective learners
- liaises with department contacts to support promotion of online programs
- Recognizes exceptions and comes up with novel solutions without escalation; resolves unexpected situations using critical thinking in a tactful, professional manner; Employs critical thinking to resolve last minute issues
- Conducts research and provides recommendations that help to inform the unit’s strategic plans
- investigates issues The Learning Services Coordinator is the conduit between the Learning Technologies Analyst and/or Information Systems Specialist and the student when an issue needs to be escalated for both non-credit and credit students, gathering relevant data, developing a hypothesis of the technical issues and works with the analyst and/or specialists and student to resolve the problem
- Coordinates all aspects of preparation for workshops and events independently; handling unexpected challenges while working within the polices, meeting deadlines and ensuring the satisfaction of various stakeholders. Plans and provides all components required for the classrooms to function smoothly
- creates internal procedural and online support documentation
- Applies knowledge of the administrative systems to provide development requests to improve function and efficiency and user ability
- Co