Manager, Downtown Library and Virtual Services

JOB SUMMARY:

Are you a dynamic people leader with a passion for service excellence? The Barrie Public Library (BPL) is seeking a passionate and service-oriented Manager to join our team! This is a fantastic opportunity to lead a dedicated Library team providing top-notch service in a busy and demanding city-centre community.

As the Manager, Downtown Library and Virtual Services, you will oversee customer experiences relating to public spaces at the Downtown Library and via Virtual Services. Virtual Services includes email, chat and phone interactions with members of the community. This is done through effective supervision, planning, organizing, networking, promotion, partnership development and direction of staff, all in accord with the library’s strategic vision to ensure efficient service delivery and positive customer experiences.  This position requires a high degree of collaboration with the Manager, Community Engagement and the Manager, Community Libraries as well as the Management team and staff for the creation and implementation of system-wide policies, plans, and procedures.

DUTIES AND RESPONSIBILITIES:

Reporting to the Director, Community, Connections and Content, this position is a key member of BPL’s Management Team.  Responsibilities may include, but are not limited to:

Customer Experience

Ensure the Downtown Library and Virtual Services meet the needs of the community by:

• Directing the operation of the Downtown Library and virtual services, including chat, AskUs and phone interactions, through effective use of staff and resources and to ensure a high level of patron-centric service excellence that supports the library’s strategic directions and goals
• Making decisions regarding efficiencies in workflow, staffing levels, improvements to process and procedures, library trends and innovative technologies in collaboration with Manager, Community Libraries, within approved limits
• Overseeing the scheduling of Downtown Library and virtual service points to meet patron needs
• Assisting with oversight of system wide service point scheduling, as needed
• Participating in hiring, coaching, informing, planning, supervising, scheduling, investigating and engaging staff to meet emerging community needs. This includes staff who directly report to this position and other staff for work they do that relates to service delivery
• Determining, developing, recommending, coordinating and/or conducting staff training and development in accord with overall strategic directions and goals as they pertain to service delivery
• Conducting performance evaluations for direct reports including development plans and corrective action where necessary
• Collaborating with Manager, Community Engagement to plan, direct, and support programming and outreach at the Downtown Library and within the community
• Providing input for collection development, as needed
• Participating in the analysis of library statistics
• Overseeing Downtown Library displays and in-branch promotions
• Actively participating in library planning and budget preparations
• Actively ensuring customer service excellence and efficiency through regular coaching
• Handling and supporting staff with patron feedback, requests, suggestions and concerns, as needed
• Collaborating with the Manager, Operations and Logistics and contract security to maintain a safe and welcoming atmosphere

 Administration

Assist and support the effective management of the Downtown Library and Virtual Services through:

• Creation and implementation of administrative policies, procedures and strategic objectives. This includes assisting in the development of library policies, procedures and strategies.
• Working collaboratively with managers and staff in organizational decision making, planning, goal setting and public relations for the Library
• Continually assessing the efficiency and effectiveness of Downtown Library and Virtual Services. This involves making operational, scheduling, membership and budget recommendations to the management team in accord with the Director, Community, Connections and Content.
• Ensuring services, resources, programs, and operations reflect the community profile within the location catchment
• Taking responsibility to maintain a broad, in-depth awareness, and knowledge of current library practices, trends, and standards of public service to better inform the library’s management team
• Participation in the Manager on Call rotation
• Other duties as assigned

 Community

• Develops and maintains good working relationships in the community, by building partnerships with external organizations and agencies to further the library’s mission and overall goals
• Advocates and promotes the value of the Library and its programs in the community and to external organizations and agencies with professionalism

QUALIFICATIONS:       

1. Master’s Degree in Library Science from an accredited Library School
2. At lease three years of progressive and relevant library experience or the equivalent combination of education, managerial or supervisory experience and training to manage the delivery of library services
3. Supervisory experience that demonstrates the ability to recruit, train, motivate and lead teams in a collaborative work environment
4. Demonstrated project management experience
5. Demonstrated ability to support patron reference, readers’ advisory and technology needs, as they relate to library collections, services and resources
6. Knowledge of the principles of human resource management in a unionized environment
7. Demonstrated ability to facilitate meetings, set and achieve goals, implement and lead service delivery initiatives
8. Demonstrated budgeting and financial management skills
9. Knowledge of computer software and hardware as it applies to library and information services
10. Complete fluency in English language; ability to speak other languages represented in our community would be an asset.
11. Comfortable with public speaking, training, and presenting.
12. A driver’s license and access to a vehicle is required; the position may require travel between branches and other locations.
13. A police check, including Vulnerable Sector Screening, is required and is a condition of employment