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University of Rochester Q&i Team Operations Lead - 232429 in Rochester, New York

Q&i Team Operations Lead Job ID 232429

Location Central Administration Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 051 Patron Services



As part of the River Campus Libraries (RCL) Patron Services Team, the Q&i Team Operations Lead will coordinate a team of RCL service point supervisors to ensure that consistent policies and procedures are developed, followed, and maintained across all locations, while cooperatively addressing the more specialized needs each individual service point may have. Leading this team will involve coordination of schedules, development and delivery of ongoing staff training, and making sure service point operations are managed as consistently as possible. This person will be responsible for supervising up to 2.5 FTE employees who provide support to Q&i operations at multiple RCL locations. In addition, they will provide support for service point operations, including staffing RCL service desks, opening and closing library buildings and spaces, maintaining use statistics, making minor configuration changes to the Library Management System (Alma), and assisting with tasks necessary to support the ongoing provision of high-quality, consistent service for all library users.


  • Staffing the RCL Q&i service points to provide patrons with assistance accessing library resources and services , monitor library spaces, and provide information about RCL services, resources, and events. Some evening and weekend shifts will be required.

  • Coordinates Supervisors of all RCL Q&i Service points to identify, develop, and implement, consistent policies, procedures, staff training materials, and documentation to support coordinated front-line library services. Advises this group in the development of individualized policies and procedures to address and understand the unique needs of each service point while ensuring compliance with library policy and recommending process improvements, as needed. Assists student supervisors coordinate and manage the hiring, training, promotion, and budgeting process for student employees at the Q&i service points. Manages the recruitment and hiring process for student employees through the online management system, serving as the liaison between the student supervisors and the student employment office throughout the process.

  • Manages and provides leadership for up to 2.5 FTE staff supporting Q&i operations in multiple RCL library locations; assigns and delegates work, manages time reporting, maintains compliance with RCL and University Human Resources procedures and policies, performs annual performance reviews

  • Works with Rush Rhees Service Point Coordinator to oversee performance of RCL-wide Q&i support duties such as notices, billing, credit card transactions, supply budget management, and updating calendars

  • Performs tasks that support Q&i support operations in the Rush Rhees Library, including Lost and Found management and administration of Lockers and Carrels.

  • Assists with Alma Fulfillment configuration and maintenance and serves on Alma Functional Group for Fulfillment.

  • Collects, maintains, and reports statistics and performance metrics for all Q&i locations to the Director of Service Strategies When appropriate, makes recommendations for process improvements.

  • Serves on RCL interdepartmental Project Teams and committees.

    Other duties as assigned


  • Bachelor’s Degree required

  • 3+ years customer service experience required

  • 1+ years experience working in a library setting preferred

  • Experience supervising staff or managing a team preferred

  • Experience using library circulation software preferred

  • Ability to follow established procedures and perform work requiring considerable attention to detail required

  • Outstanding verbal and written communication and customer service skills

  • Demonstrated success in working as a member of a team

  • Ability to learn new skills independently

  • Proficiency in the use of Microsoft Office Suite

  • Commitment to diversity

  • History of navigating change in a team environment

  • Knowledge of customer service best practices and emerging trends

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled