Sunday Services Manager (Temporary Contract for 12 Months)
Job Posting # 2022-10
Job Type: Non-Union Part-Time (Temporary)
Hours: 8 hours per week on average
Number of openings: 1
Salary: $39.24 per hour
Grade: 7
Posting Date: March 2, 2022
Closing Date: March 30, 2022 by 4:30 p.m.

Applications are now being received for the above position at the Markham Public Library.

VISION FOR THE POSITION

Reporting to the Director, Service Excellence, the Sunday Service Manager is a temporary position that supplements the branch staffing complement on Sundays, providing supervision to staff and coordination of services across the system. 

Sundays are traditionally one of MPL’s busiest service days across the system’s 8 branches. The Sunday Service Manager will coordinate services across the system every week to ensure Sunday customers experience a consistent and positive library experience. This is a unique leadership role that requires coordination and organization skills, strong communications and the ability to take initiative independently. The Sunday Manager will be the point of contact for staff across all branches on Sundays to address unexpected scheduling changes, services, escalated customer issues and facilities and operational issues. The Sunday Manager will be responsible for communicating relevant information to and from the branch managers and staff to provide continuity throughout the week.

DUTIES AND RESPONSIBILITIES

Department Oversight & Branch Operations

1. Maintains effective and efficient branch operations. Through ongoing observation and participation with staff, suggests options for incremental operational improvements to enhance the service experience for customers. 
2. Provides supervision and coaching to branch staff and maintain a consistent presence in the branch to ensure that work is performed according to the organization’s standards, policies and procedures.
3. Oversees the work of the Borrower Services department including the material processing functions, customer service, material flow and issue resolutions. 
4. Oversees the work of the Information Services department including reference and readers advisory services, technology support for customers, and programming. 
5. Provides feedback on performance to staff on an ongoing basis and reports any staff sperformance issues to appropriate Branch Manager.  

Customer Service

6. Motivates staff to provide exceptional customer service through MPL’s customer service standards and strategies.  
7. Builds relationships with customers, actively seeking feedback, and welcoming customers throughout the work day. 
8. Assists with service delivery in order to model effective service behaviours for staff. 
9. Provides direct customer service in both departments as required in the event of unexpected staff absences.  
10. Resolves escalated customer issues. Exceeds customer expectations, and develops creative solutions to meet and/or acknowledge customer needs. 
11. Creates the Customer Experience by maintaining standards for merchandizing and ensures the branch is maintained as a clean, organized and attractive space. 

Department Administration

12. Verifies time sheets for the day and confirms attendance of staff. 
13. Administers daily staff schedules in order to ensure maximum productivity of the department. 
14. Assists with reconciling daily receipts where required. 
15. Assists with the reporting and resolution of service or technology issues. 
16. Prepares Incident Reports for any instance of customer or staff injury, theft, harassment or violence, accidents or other exceptional situations. 
17. Communicates relevant information to the appropriate Branch Manager or Director, Service Excellence, including any issues requiring further action. 
18. Maintains a safe and harassment-free workplace. Work with appropriate management personnel to address deficiencies or correct potential issues. Identifies potential workplace hazards and addresses them promptly. 
19. Performs other duties are required. 

QUALIFICATIONS

1. Master’s Degree in Library Science or equivalent from an ALA accredited faculty of Library / Information Science.
2. Minimum of one (1) years of supervisory experience in a customer service environment. Direct people management experience is preferred. 
3. Minimum of 1 year public library experience is required.   
4. Familiarity and experience with Library automated systems and self-service equipment is an asset. 
5. As a condition of employment, the successful candidate will be required to provide a satisfactory Vulnerable Sector Screening check.

DEMONSTRATED SKILLS

1. Exceptional interpersonal skills and leadership capabilities.
2. Commitment to the delivery of quality customer service to both external and internal customers.
3. Ability to coach and motivate staff.
4. Ability to mediate and resolve conflict effectively.
5. Ability to exercise effective and appropriate judgment and independent decision-making.
6. Excellent oral and written communications skills.
7. Demonstrated excellent customer service skills and the ability to effectively lead in a customer service environment. 

COMPETENCIES

• Creates the Customer Experience
• Builds Relationships with Customers
• Exceeds Customers’ Expectations
• Manages Multiple Priorities
• Ensures Consistent Quality 
• Manages Difficult Conversations & Resolves Conflicts
• Embraces Opportunities for Improvement
• Inspires Accountability and Teamwork

WORKPLACE HEALTH AND SAFETY

Supervisory personnel shall:

• Familiarize themselves with the health and safety program, applicable health and safety legislation and ensure effective application and compliance within their jurisdiction.
• Ensure employees receive adequate training to protect their health and safety.
• Be knowledgeable of hazards or potential hazards in workplaces under their control.
• Ensure hazards, which put employees in imminent danger, are addressed promptly.
• Ensure all accidents and incidents are investigated promptly and all reports are completed.
• And take corrective action.

TO APPLY

All interested candidates are asked to submit a resume and covering letter indicating how they meet the qualifications of the position to:

E-mail: jobposting@markham.library.on.ca

Please quote the job posting #2022-10 in the Subject line.

Markham Public Library has established a mandatory vaccination requirement for staff related to the COVID-19 pandemic. As a result, should you be a successful candidate for a position with the Markham Public Library, you will be required to provide proof of full vaccination upon a conditional offer of employment. Should you require accommodation in accordance with the Human Rights policy with respect to your vaccine status, you will be required to disclose that at the time of the conditional offer so that an accommodation can be developed prior to your start date.

Markham Public Library offers accommodation for applicants with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).  Should you require a code-protected accommodation through any stage of the recruitment process, please make them known when contacted, and we will work with you to meet your needs.  

We thank all applicants for their interest, however, only those selected for an interview will be contacted.