Weekend/evening Supervisor

Overview:
The University of Waterloo Library is the campus's partner in learning, research and innovation. Its two main locations and three satellite spaces act as interdisciplinary hubs, bringing together the knowledge, expertise and resources needed by our diverse campus community. The University was built for change and the Library exemplifies Waterloo’s agility as we continuously transform our approaches to creating, discovering, using, sharing and preserving information. With a commitment to open and equitable access to information, we equip researchers and students with the critical research skills to improve our world as active citizens, creative problem solvers and agile leaders. All of our work is done with a strong commitment to equity, diversity, inclusion and accessibility.

The Weekend/Evening Supervisors report to either the Lending Supervisor: Circulation Desk Training or the Lending Supervisor: Environment and Website. These positions have primary responsibility for ensuring that the libraries provide excellent customer service while maintaining a secure environment for patrons during evening and weekend hours. The incumbents act as backups to each other for supervisory responsibilities during evening and weekend hours.

**This is a permanent, part time role, working 23 hours/week.**

**There are two vacancies for this role.**

**Responsibilities**:
Supervises student staff
- Supervises, coaches, and evaluates evening/weekend student staff working at the circulation desk

Accountable for upholding high standards of customer service
- Supplements the initial training and provides on-going training for student staff members working at the service desks
- Ensures that the library buildings and service desks are opened and closed as scheduled during the evenings and weekends, and that qualified staff are in place during these times
- Resolves problems and interprets policies relating to the circulation of library material
- Responds to and reports complaints and incidents of student behavior that result in study environment disturbance
- Responds to and reports emergencies and security-related matters, as well as physical building problems that arise in the libraries during the evening and weekend hours

Client Service
- Provides higher level patron account support, including assisting with fine questions, registrations, and access issues
- Provides outstanding service at virtual and in-person service points for all library, campus, and community members
- Consistently practices a wide variety of client services skills such as: patience, attentiveness, positive language, willingness to learn and problem solve on behalf of library patrons
- Contributes to continuous improvement in the department by identifying and bringing forward issues, and by participating in working groups and committees
- Supports and advances the Library’s strategic directions to further the library’s contribution to the campus Strategic Plan

Additional responsibilities
- Provides technical support
- Resolves or refers problems with public printing, as appropriate, and assists patrons with common wireless and computing issues
- Provides back-up in identifying and reporting problems with the library management system during evening and weekend hours
- Identifies, resolves and/or reports issues with staff and public computer terminals
- Assists with projects that are frequently of a technical nature
- Prepares reports informing their supervisor of observations, events, and anything unusual that occurs in the evening and on weekends
- Updates and maintains procedure and policy documentation for a department wiki
- Participates in training of permanent and student staff in the use of the library management system
- Participates in special duties and supports workloads in other areas of the department as needed

Qualifications:

- High school graduate
- Experience in library operations
- Supervisory experience is an asset
- Proven excellent communication and interpersonal skills
- Demonstrated commitment to excellent customer service
- Demonstrated ability to think critically in order to resolve problems quickly and accurately
- Demonstrated ability to quickly learn new technologies
- Knowledge of a library services platform

Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.