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Supervisor, Learner Support Services

Date: September, 2014
Reports to (Job Title): Manager, Client Development and Learner Services
Jobs Reporting (Job Titles):

Learner Support Specialists and occasional temporary or casual help

Location: Gage Avenue
Grade:

USG 7

35 hr/wk


Primary Purpose

Under the general direction of the Manager, Client Development and Learner Services, the Supervisor, Learner Support Services (LSS), oversees, coaches and directs CEL’s Learner Support Representatives (LSRs) and their daily workflow.

 

Nature and Scope


The environment within which the LSRs function is continuously changing—including University policies, programs, and technologies—and the LSS Team must be knowledgeable and enthusiastic in a very broad array of areas.  They are the first point of contact for individuals (both traditional and adult learners) who are looking for information about both credit and non-credit (professional development) program offerings as well as on-campus students taking online courses. The team provides information and encouragement to individuals involved in or considering the various programs administered by CEL and at the University. This covers all aspects of the programs, including admission requirements, registration procedures, costs, final examinations and Waterloo policies, procedures, and supports available. The team provides the first level of technical support for online students/clients, and guidance for clients in the use of two significant corporate systems: Waterloo’s Student Information (Quest) and Learning Management (LEARN) systems.  The Supervisor and the LSR’s also participate in the management and analysis of customer relationship data in the Professional Development (PD) Registration system and with identifying ways to improve this system. 

 

The Supervisor guides and coaches LSRs and occasionally other contract support, and leads in all aspects of recruitment and performance management for the team. The Supervisor will ensure LSR’s have appropriate resources and development opportunities enabling them to provide top quality information and support to CEL clients. The Supervisor works closely with the PD and Systems Teams to ensure efficient and effective operation of various PD programs.

 

Statistical Data

The Centre for Extended Learning has a staff of over 75 involved in the design, development, delivery, and management of over 300 online course offerings with approximately 19,000 student course registrations annually, at both the undergraduate and graduate level, and this number is expected to continue to increase.  In addition, CEL offers a variety of in-class, and online professional development courses. Revenue of CEL’s Professional Development department exceeds $2 million, and course enrolments exceed 4000 annually.

Key Accountabilities:

Human Resource Management

 

Customer Service

 

Systems

 

Communications

 

 

Financial Accountabilities

 

 

Other Accountabilities

Position Requirements

Education:

University degree preferred, particularly from University of Waterloo, or a strong understanding of university processes and procedures

Experience:

Technical:

Intermediate to advanced skills with MS Outlook, Word, Excel, and PowerPoint. Experience with the Waterloo CMS (Drupal, or other website maintenance systems), Waterloo RT system, Agile Shipping, Quest, Adobe Acrobat, SharePoint, Beanstream, Fore, Twitter, LinkedIn, Facebook, SurveyMonkey, Google analytics, Google Adwords, financial systems and LEARN preferred. Ed2go and GroupMail, or similar email sending software) experience an asset.

Technical:

MS Word Excel PowerPoint Other
word excel powerpoint other

Nature and Scope

Interpersonal Skills:

Level of Responsibility:

The job has defined specialized and routine and non-routine tasks and has direct supervision of others.

Decision-Making Authority:

The job requires with someone who can make appropriate decisions on non-routine items based on experience and facts to support customer service requirements

Physical and Sensory Demands:

Requires minimal exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury

Working Environment:

Open concept office, with many distractions and interruptions.  Occasional evening and weekend hours.  There are multiple and/or tight deadlines beyond one’s control. Client volumes and needs vary significantly throughout the year.