Supervisor, Enrolment And Front Line Services

Supervisor, Enrolment and Front Line ServicesDate Posted: 10/24/2024
Req ID: 40342
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)
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.
Overseeing day-to-day service delivery requirements and operational needsAnalyzing service delivery and/or internal processes and recommending improvementsImplementing plans and process improvements for registration and enrollment activitiesResponding to service complaints, including responding to escalated complaints by using informal negotiation skillsDirecting the activities of a group of staff-appointed employees all performing a similar functionEssential 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: ApproachableMeticulousMulti-taskerProactiveProceduralClosing 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.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Diversity StatementThe University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.
As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes.
Accessibility StatementThe University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.
If you require any accommodations at any point during the application and hiring process, please contact ******.

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