Supervisor, Enrolment and Front Line Services

Date Posted: 10/24/2024
Req ID: 40342
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)
Description:

About us:

The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 850 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, fulfill their passions, and live their best lives. Courses are delivered by our team of 800 + instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning.

Complementing our academic offerings are our English Language Program and professional Comparative Education Service for learners seeking to have international credentials assessed in Canada.

Your opportunity:

The Enrolment and Learner Services team in the School of Continuing Studies (SCS) is responsible for providing frontline assistance to current and potential learners and clients, offering well-informed guidance and clarity around SCS programs and services. We believe in promoting an environment of superior client service, based on our working principles of respect, teamwork, effective communication, trust and efficiency. We interact with a broad and diverse population, acting as the gateway to SCS and responding to all inquiries, triaging issues and escalating when appropriate in a complete and timely manner.

Reporting to the Manager, Enrolment and Learner Services the incumbent will oversee the day-to-day service delivery requirements and operational needs for the department’s frontline team. You will be responsible for ensuring adequate coverage across the main departmental telephone line, emails, live chat agent and walk-in services to meet delivery standards. You will provide tools and resources to the frontline assistants to best support their daily activities and tasks. You will analyze service usage to recommend process and service improvements to best respond to inquiries and be the first point of escalation for service-related complaints. You will liaise with various departments, both internal and external to SCS, regarding non-routine learner enrolment requests and considerations

This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

Your responsibilities will include:

• Overseeing day-to-day service delivery requirements and operational needs
• Analyzing service delivery and/or internal processes and recommending improvements
• Scheduling day-to-day production activities including scheduling staff
• Implementing plans and process improvements for registration and enrollment activities
• Responding to service complaints, including responding to escalated complaints by using informal negotiation skills
• Directing the activities of a group of staff-appointed employees all performing a similar function

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum of four years of recent experience in a high-volume frontline student centric registration environment or high-volume call centre experience role, preferably in adult education.
• Minimum one year of supervisory/team lead experience in a frontline student registration centric environment or high-volume call centre environment, preferably in adult education.
• Experience scheduling staff shifts, assigning daily tasks and/or activities to meet service delivery standards.
• Experience with registration processes and procedures, including processing payments and associated fees.
• Experience performing high volume data entry.
• Experience in developing and implementing standard operating procedures, team training materials and/or team resources.
• Experience resolving escalated service-related complaints.
• Experience working with confidential information.
• Exceptional frontline customer service skills in a high-volume intake environment.
• Excellent organizational, multi-tasking and time-management skills and the ability to prioritize tasks to meet deadlines.
• Ability to deal knowledgeably, tactfully, courteously, patiently and professionally with a wide range of individuals from diverse backgrounds.
• Advanced computer skills and experience in Microsoft Office (e.g., Word, Excel, Outlook).

Assets (Non-essential):

• Knowledge and experience with student information systems (e.g., DestinyOne).
• Knowledge and experience with call centre service platforms (e.g., BroadConnect).
• Experience analyzing service delivery and/or internal processes and recommending improvements
• Conducting detailed analysis of service usage statistics and feedback to inform planning activities

To be successful in this role you will be:

• Approachable
• Communicator
• Meticulous
• Multi-tasker
• Patient
• Proactive
• Problem solver
• Procedural

Closing Date: 11/01/2024, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:  
USW Pay Band 12 -- $79,874. with an annual step progression to a maximum of $102,147. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 
Job Category: Administrative / Managerial
Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.