Coordinator, Scheduling & Operations
Coordinator, Scheduling & Operations

Position Title: Coordinator, Scheduling & Operations

Position Type: Regular

Salary Range:
$24.17 per hr - $27.78 per hr; commensurate with experience

Pay Frequency: Hourly
A. POSITION PURPOSE

The Operations Coordinator runs the Media Services customer service point and is responsible for planning, coordinating, supporting and overseeing the delivery of AV/Media support, resources and services to the university community and it's guests to support academics, campus events, and administrative activities. In this critical role, the Operations Coordinator serves as the first line of customer contact for classroom and event spaces, instructional technology, and digital media. The Operations Coordinator coordinates faculty, staff, students, and guest requests via walk-up, phone, email and online requests; support for the Learning Commons media production spaces; and equipment checkout.

The Operations Coordinator in Media Services will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources, services, and end user experiences to meet the needs of the campus community.

The Operations Coordinator in Media Services directly manages 6-8 part-time student staff in the Media Services front office, which is open approximately 50 hours/week during the regular academic year. They will collaborate with staff from across Academic Technology, other Information Services units and the campus community to determine technology support needs.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

Schedule Media Services equipment, facilities and services

Promote excellent customer service, effective response times and provide insights into general support issues.

Take service requests (walk-up, phone, email and online) and determine feasibility of request & equipment availability.

Schedule equipment and services in WebCheckout.

Monitor and review the daily schedule.

Generate a daily schedule and hourly work schedules for managing equipment deliveries and support.

Assign daily tasks for student staff, scheduling and prioritizing duties.

Plan for ongoing continuous improvement through evaluation of support failures, staff mistakes and user errors.

Meet and work closely with colleagues in Media Services, Academic Technology, Information Services and the Library to provide and improve services and customer experience.

On-call to student staff working during unsupervised shifts.

Recommend purchases for check-out equipment and peripherals based on review of use.

Schedule production spaces and the Digital Media Lab.

Run quarterly use summary reports.

Train and supervise students in the above tasks as appropriate.

Supervise, and review daily work of front office student staff.

Supervise front office operations/client services

Request and track media on loan from Library for classroom use.

Maintain inventory of office supplies and other consumable products.

Coordinate chargebacks to campus units through WebCheckout.

Track payments from external customers and coordinate cash deposits.

Maintain inventory of departmental forms and office supplies.

Back-up Poster printing with Graphics staff not available

Train and supervise students in the above tasks as appropriate.

Supervise front office student staff

Model excellent customer service skills and priorities.

Recruit, interview, and hire Media Services front office student staff.

Schedule student staff to ensure adequate coverage of Media Services operations to meet customer needs.

Supervise and review daily work of non-front office student staff assigned to cover front office operations.

Instruct and demonstrate for staff the proper procedures and processes for delivering resources and services.

Review work of student staff to ensure customers are getting excellent service.

Develop and implement student worker front office training.

Collaborate with the Media Systems group to deliver the fall training workshop and ongoing student staff training.

Equipment distribution

Emergency backup for equipment setups and trouble-shooting.

Train students, faculty, and staff on use/operation of equipment.

Participate in training workshops for student workers.

C. PROVIDES WORK DIRECTION

This position directly supervises 6-8 part-time student staff.

D. GENERAL GUIDELINES

Recommends initiatives and implements changes to improve quality and services.

Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.

Maintains contact with customers and solicits feedback for improved services.

Maximizes productivity through use of appropriate tools; planned training and performance initiatives.

Researches and develops resources that create timely and efficient workflow.

Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.

Prepares and submits reports as requested and required.

Develops and implements guidelines to support the functions of the unit.

E. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Knowledge, Skills and Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Knowledge, Skills and Abilities

• Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.

• Ability to listen and understand customer needs.

• Ability to plan, implement, and evaluate customer service initiatives.

• Ability to manage a diverse student staff in a fast-paced, dynamic working environment to provide excellent customer service.

• Knowledge and familiarity with campus computing and technology issues and trends in higher education.

• Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.

• Ability to provide tier 1 technical assistance.

• Fast learner with good problem solving skills.

• Creative, with an enthusiasm for new technology.

• Ability to work with minimal supervision, be self-motivated, and show initiative.

• Ability to exercise independent judgment and engage in critical thinking and problem solving.

• Ability to initiate, manage, and complete multiple projects simultaneously and meet project deadlines.

• Ability to work in a collaborative environment, as both a member or leader of a team, to meet deadlines and achieve goals.

• Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining patience and a sense of humor.

• Excellent writing, editing, organizational, analytical, and facilitation skills.

• Ability to maintain confidentiality and manage confidential information.

• Responsible and dependable with good attendance and work habits.

• Appreciation for the University's mission, vision, values, priorities, procedures, and policies.

Education and Experience

• Minimum of 3-5 years of experience focusing on providing excellent customer service to support use of technology.

• Higher Education experience preferred.

• BA/BS degree preferred.

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal and at the service counter or in other Media Services production spaces in the Learning Commons.

• Required to travel to other classroom or administrative buildings on the campus.

• Required to attend conference and training sessions within Bay Area or in- or out-of-state locations.

• Required to travel to outside customers, vendors or suppliers.

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment.

• Mostly indoor office environment with windows.

• Offices with equipment noise.

• Offices with frequent interruptions.

EEO Statement
​Equal Opportunity/Notice of Nondiscrimination

Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. The Title IX Coordinator and Section 504 and ADA Coordinator is Belinda Guthrie, Director of Equal Opportunity and Title IX, 408-551-3043, mailto:[email protected], http://www.scu.edu/title-ix. Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services https://university-operations.scu.edu/campus-safety/crime-reporting/. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its' commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the https://www.scu.edu/phonebook/Department-of-Human-Resources, and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at mailto:[email protected]

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services https://university-operations.scu.edu/campus-safety/crime-reporting/. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

To view the full job posting and apply for this position, go to https://apptrkr.com/2318155

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Additional Information
Position Type: Employee
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Contact Information
Human Resources
[email protected]
Santa Clara University
500 El Camino Real
Santa Clara, 95053
408-554-4000