Under the supervision of Assistant 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, teamoriented work environment. In close collaboration with the Assistant 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 systemwide 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 systemwide 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.
Posting Position Title: Supervisor 4
University Job Title: Frontline Services Supervisor
Work Week: Flexible or Non-Standard (for anything other than Standard)
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:
Required Licenses Or Certifications:
Minimum requirement of Bachelor's Degree in related field and two years of related experience or an equivalent combination of education and experience.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.