Frontline Services Supervisor, Yale University, New Haven, CT

Yale University offers exciting opportunities for achievement and growth in New Haven, Connecticut. Conveniently located between Boston and New York, New Haven is the creative capital of Connecticut with cultural resources that include two major art museums, a critically-acclaimed repertory theater, state-of-the-art concert hall, and world-renowned schools of Architecture, Art, Drama, and Music.

Position Focus: Under the supervision of the Associate Director for Frontline Services, the Frontline Services Supervisor assists with the oversight of operations at service points in Sterling Memorial and Bass Library, including the SML service desk, the Bass service desk and the Microform Reading Room in the evenings and weekends. Demonstrates and instills a strong understanding of excellent customer service, facilitates communication and coordination between the Librarian for Frontline Services and staff, and fosters a cooperative, teama�?oriented work environment. In close collaboration with the Associate Director of Frontline Services, the Frontline Services manager assists with the implementation of new technologies, services and workflows and actively seeks out service improvements. Supervises, motivates and coaches six support staff members. Establishes, monitors and incorporates performance indicators to assess and improve the quality of services provided by the unit. Investigates and implements improvements to workflow and technology. Contributes to development of system wide public services policies and procedures. Writes documentation and revises procedures. Participates in planning activities as part of the Sterling/Bass managerial team.

S/he may be responsible for staffing and services in the following areas: information desk, circulation, course reserves (electronic and print), resource sharing, stacks maintenance, privileges, security, and/or oversight of and liaison for facilities operations. Participates in hiring, training, coaching and evaluating the work of access services staff members. Participates in planning and implementing new services, and supporting and improving existing services. Responsible for ensuring consistency in service quality, policy interpretation, and following procedures. Works with vendors or other units that support library operations, such as technical services, collection development, Library IT, facilities maintenance, and security. Participates in departmental library access services program planning. Participates in library systema�?wide planning, committees, and work groups, and engages in campus, regional, and national professional organizations and collaborative activities. Participates in professional activities outside of Yale and monitors developments and best practices elsewhere to help ensure the excellence of Yale’s collections and research support services. May be required to assist with disaster recovery efforts.

Required Education, Skills and Experience:
a�? Minimum requirement of Bachelora��s Degree in related field and two years of related experience or an equivalent combination of education and experience.
a�? Supervisory skills and experience. Demonstrated ability to successfully lead and work with a team of staff.
a�? Strong commitment to public service. Excellent computer hardware and software skills, including demonstrated proficiency in using multiple Microsoft Office applications (Word, Excel), email and the World Wide Web.
a�? Excellent analytical skills. Excellent oral and written communications skills. Ability to prioritize, multia�?task and meet deadlines.
a�? Demonstrated ability to work collaboratively and independently with varied groups within a complex organization and rapidly changing, team environment.
a�? Excellent customer service skills. Demonstrated ability to work independently and collaboratively in a diverse work environment.

Preferred Education, Skills and Experience: Supervisory experience in an academic or other research library setting.

The University and the Library
The Yale University Library, as one of the world’s leading research libraries, collects, organizes, preserves, and provides access to and services for a rich and unique record of human thought and creativity. It fosters intellectual growth and supports the teaching and research missions of Yale University and scholarly communities worldwide. A distinctive strength is its rich spectrum of resources, including around 15 million volumes and information in all media, ranging from ancient papyri to early printed books to electronic databases. The Library is engaging in numerous projects to expand access to its physical and digital collections. Housed in eighteen buildings including the Sterling Memorial Library, the Beinecke Rare Book and Manuscript Library, the Center for Science and Social Science Information, and the Bass Library, it employs a dynamic and diverse staff of approximately five hundred who offer innovative and flexible services to library readers. For additional information on the Yale University Library, please visit the Library’s web site at

Salary and Benefits
We invite you to discover the excitement, diversity, rewards and excellence of a career at Yale University. One of the country’s great workplaces, Yale University offers exciting opportunities for meaningful accomplishment and true growth. Our benefits package is among the best anywhere, with a wide variety of insurance choices, liberal paid time off, fantastic family and educational benefits, a variety of retirement benefits, extensive recreational facilities, and much more.

How to Apply
Review of applications will begin immediately and will continue until the position is filled. Applications, consisting of a cover letter, resume, and the names and contact information of three professional references should be submitted by applying online at

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of an individuala��s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression.

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