Library Client Services Supervisor

Job Duties / Qualifications, Skills and Abilities(QSA)

Job Duties Job Duties Under the Direction of the assigned Library Services Manager, the Client Service Supervisors (CSS) supervises the Library Client Service Specialists, Library Client Service Associates, and Student Library Assistants in the provision on in-person and virtual services.

• Leads our team in providing excellent and engaged client service to an increasingly diverse clientele.
• Supervise direct reports staff including : train, orient and assess new and existing staff and plan staff development; complete learning plans for direct reports and participate in performance discussions and staffing for the service point;

prioritize, assign, and review work; and resolve staff conflicts. Ensure appropriate quality, accuracy and quantity of work assigned to staff.

• Coordinate, analyze and adjust the daily workflow at the service point and ensure effective and efficient use of resources to support organizational objectives and plans, including scheduling and assignment of tasks to library staff to ensure the provision of effective, high quality client service.
• Provide and deliver high quality client service including : reference and technology support; interpreting and communicating policies and procedures and providing guidance and direction to staff in interpreting and applying library policies and procedures;

registering borrowers, promotion and circulation of library materials, and resolving client issues.

• Coaches and mentors direct reports in resolving conflict and finding a way to say yes to deliver client centered service.
• Supports increased engagement and usage in the library by our clients and recommends changes to service guidelines and processes for the purposes of continual improvement to ensure every client feels welcomed and supported by our library team
• Contributes to Library Services initiatives by : participating in planning and cooperative delivery of library services throughout Saskatchewan Polytechnic through meetings,

discussions, and service and contributions to committees, Service Leads, or Coordinators.

• Ensures Library spaces are attractive, welcoming, and inviting.
• Performs outreach to internal stakeholders (i.e., facilities, finance, ITS) to ensure a high-quality client experience.
• Assist’s Library Client Services Specialist as needed.
• Perform other related duties as assigned.

QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Duties Required Qualifications, Skills and Abilities (QSA)

• Two year Diploma in a related discipline.
• Two years’ experience in client service delivery within a customer service environment; including organizing work and overseeing staff.

Experience with supervision in a unionized environment would be considered an asset.

• Strong client-centered orientation and service record.
• Experience developing, implementing, and evaluating work procedures and operational workflow.
• Ability to schedule staff to maximize resources while adhering to the CBA and Labour legislation requirements.
• Intermediate training and / or experience in the use of MS Office Suite (Word, Excel, PowerPoint, Outlook), mobile devices and computer hardware.
• Effective time management skills, handling multiple interruptions in a fast-paced environment and respond to changing priorities.
• Effective supervisory and leadership skills, including strong interpersonal, conflict resolution and relationship building skills.
• Strong communication skills (written and verbal).
• Ability to work within an unclear situation, where procedures need to be developed or evolved.
• Effective analytical skills and problem-solving ability, including the ability to evaluate, assess and problem-solve using logical, fact-based reasoning.
• Ability to learn library reference services, programming, and event planning.
• Demonstrates valuing diversity.

Desired QSA Required Competencies