JOB SUMMARY

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through facility, mobile, and virtual channels. The contact centre team is responsible for providing client-centric public library services in a virtual environment. 

The Public Service Supervisor Infoservice supervises the daily operations of a contact centre by leading staff who respond to client inquiries and provide information, assistance and support through telephone, email and other digital channels.  

You: perform supervisory duties; day-to-day supervision and direction to contact centre staff; support staff training, coaching and development, 1-on-1's; address performance and attendance matters; monitor queue volumes and workloads; review call centre reports and statistics; resolve escalated client concerns; and ensure consistent application of OPL policies and procedures.  

Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement and Core Values, and OPL’s Position Statement on Intellectual Freedom, with particular emphasis on providing client service excellence.

EDUCATION AND EXPERIENCE

Completion of 2-year college diploma in Library and Information Technician Program, Early Childhood Education, or related field.

Minimum of 3 years of progressively increased responsibilities in related library services, including supervisory function.

KNOWLEDGE

• Adult/children’s literature in a variety of formats, readers’ advisory services, trends in reading, literacy, ESL collections and library programming.
• Supervisory techniques and practices.
• Reference resources in print, microform and electronic formats and of current developments in reference services.
• Electronic database and other bibliographic searching techniques.
• Principles of collection development and maintenance.
• Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures.
• Library circulation procedures and practices.
• Methods and techniques of responding to inquiries and resolving patron complaints.
• Desktop applications, intranet and internet and keyboarding procedures, to the extent where it may be required to demonstrate such usage to colleagues or library patrons.
• General knowledge of library policies and procedures.
• Working knowledge of applicable occupational health and safety legislation.
• General knowledge of Ottawa Public Library policies and procedures related to health and safety.
• Must possess the training, experience and knowledge to organize the work and its performance
• Knowledge of customer service techniques and protocols
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.

COMPETENCIES, SKILLS AND ABILITIES

Core Behaviours
Core behaviours define the City's expectations of the behaviours employees should demonstrate in performing their work.  They are reflective of the City's culture and values and guide all our present and future activities.  Every employee is encouraged to learn, embody, and demonstrate these core behaviours.

Review the Core Behaviours.

Leadership Competencies
The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization. 

Review the Leadership Competencies.