Supervises 2 FTE circulation supervisors and 1.5 FTE union clerical circulation staff, up to 6.0 FTE circulation student assistants.
Oversees hiring, training, and scheduling of circulation staff.
Approves or oversees the approval of staff time records.
Ensures appropriate staff coverage of the circulation desk during all hours of operation.
In the absence of a supervisor on duty, addresses emergencies that prevent staff from covering their shifts.
Establishes work priorities, performance goals, and standards for staff; provides regular coaching and annual performance evaluations.
Oversees, distributes, and monitors the work of staff and ensures routine tasks are completed in a timely manner, including the circulation and renewal of circulating materials, retrieval and scanning of materials for document delivery services, as well as the storage, retrieval, auditing, and removal of items from the ASRS.
Oversees staff in their daily use of various work-related systems as they relate to the unit (including circulation and ASR systems), provides initial troubleshooting of problems, and reports issues to appropriate staff.
Provides a fair and balanced approach to work and work rules; exhibits sensitivity and discretion in working with staff.
Ensures a departmental climate that offers Library clients efficient, accurate, and courteous service.
Communicates goals for Department/Division/Library to staff; communicates policies and departmental guidelines, plans and procedures to staff.
Oversees, trains, and coaches all staff to ensure consistent, excellent customer service in person, via telephone, and via email.
Supervises staff responses to patron inquiries and appeals concerning overdue items, fines, and related issues, including patrons reported to collections agencies. Explains and interprets circulation policies to patrons. Resolves the most difficult problems or refers them to other staff as appropriate.
Interprets and enforces Library policies for maintaining a scholarly environment, particularly within Mansueto. Provides initial response to inquiries or reports of problems with building or security, including routine maintenance requests and building emergencies, when on duty. Contacts other staff, campus police, etc. as appropriate.
Provides tours of Mansueto, including demonstrations of the robotic crane system to tour groups and visitors approved by the Library.
Documents and updates departmental procedures.
Attends Library staff meetings as appropriate, including monthly Staff Meeting and Access Committee Meeting.
Under the direction of the Head of Collection Management and Circulation, works to shape circulation and building policies and ensure consistent practices and policies across the Library.
In consultation with the Head of Collection Management and Circulation, recommends new services, systems, or workflows to benefit Library users and promote efficient service.
Works with the Head of Collection Management and Circulation, Library systems staff, and others as appropriate to evaluate, choose, implement, configure, and test systems related to circulation and entry control.
Collaborates with other Library units, in particular with Document Delivery, Collection Management, Regenstein Circulation, Reference, Library Facilities, and the ID & Privileges Office to ensure superior service to library patrons.
Compiles regular and special statistical reports; reviews operations and makes recommendations for improvements in service to patrons and working conditions for staff; estimates needs in terms of staff, equipment, etc., and provides justification. Conducts special studies as required; sets up and exercises quality and quantity controls for the section.
Consults with the Head of Collection Management and Circulation, analyzes use data to identify trends and makes recommendations for improvements in service, staffing levels, and service hours.
Engages with the Head of Collection Management and Circulation, sets achievable and measurable goals for the department and staff. Ensures that goals are achieved within agreed upon timelines.
Writes an annual report summarizing the work of the unit.
Performs related duties as assigned or necessary to insure maximum service to patrons and efficient operations of the department.
Assesses and resolves problems and complaints.
Maintains guidelines, policies, and procedures for the unit. Manages unit communications, which includes the unit's web site.
Evaluates services and the effectiveness of policies and makes recommendations for service improvement.
Performs other related work as needed.
Previous customer service experience in a high-volume library or related setting.
Minimum one year of successful supervisory experience.
Working knowledge of library procedures.
Supervisory experience in a library setting.
Experience in a higher education environment.
Technical Skills or Knowledge:
Knowledge of workstation applications, including Microsoft Office, email, and the internet.
Learn a range of position-related software applications.
Background working with Automated Storage and Retrieval Systems or related equipment and software.
Understanding and working knowledge of library management systems (e.g., Alma, Voyager, etc.).
Proficient with scheduling software (e.g., When2Work, LibStaffer, etc.).
Working knowledge with customer service ticketing systems.
Excellent critical thinking and problem-solving skills (utilizing appropriate resources to resolve issues).
Strong customer service skills.
Build high preforming team and drive team member engagement.
Communicate effectively and with influence, both in writing and orally.
Utilize emotional intelligence to interact with users and staff professionally, respectfully, and empathetically.
Supervise and manage team members.
Coordinate the work of others.
Exercise sound judgment.
Attention to detail, accuracy, and organizational skills.
Bend, crouch, or stoop.
Carry or lift loads up to 49 lbs.
Climb a six-foot ladder.
Sit for 4 hours or more.
Use computers extensively for 4 hours or more.
Visually focus on print material and computer screens for long periods of time.
Cover Letter (required)
References Contact Information (3)(required)
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Internal Number: JR11706
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