GUIDE OPERATIONS SPECIALIST

Location
Wisconsin, United States
Salary
Salary Not Specified
Posted
Sep 11, 2020
Employment Type
Full Time
Job no: 227259-TE
Work type: Temporary
Department: G SERV/VC UNIV RELATNS/CAVR
Location: Madison
Categories: Communications, Editing, Broadcasting, Media, Extension, Outreach, Public Engagement, Office & Administrative Support, Other



Position Summary:

The position serves as the lead agent for the remote Unified Call Center, which is part of UW-Madison's Emergency Operations Center (EOC). Call center agents field questions from faculty and staff, students, parents and families, prospective students and guests of the university regarding the university's response to COVID-19, among other topics. The Call Center is currently staffed by Campus and Visitor Relations (CAVR) and Vice Chancellor for Student Affairs professional staff, as well as experienced CAVR student staff. Calls are accepted via 5 phone lines: Campus Information, State of Wisconsin Directory Assistance, Campus Directory Assistance, Union South, and Memorial Union.

Position Duties:

List of Duties

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Degree and Area of Specialization:

No Degree Required

Minimum Years and Type of Relevant Work Experience:

- Applicable experience working in a university setting preferred.
- Ability to plan and manage operations for a multifaceted program, balancing several priorities simultaneously.
- Passion for cultivating a culture that emphasizes quality customer service and/or experience with providing direct customer service.
- An inclusive and welcoming work style with an understanding of and appreciation for diversity as it applies to identity, thought, experience, and ability.
- Self-aware and reflective; interested in giving and receiving positive and constructive feedback, as well as seeking out opportunities to learn and grow.
- A high degree of professionalism, discretion, and judgment.
- Proven consistency, reliability, and promptness.
- Ability to be adaptable to changing situations and circumstances, including demonstrating patience and positivity in the face of unexpected challenges or changes in priorities.
- Working knowledge of UW-Madison departments, policies, and processes is preferred.

Additional Information:

The successful candidate will also be able to demonstrate:
- Thoughtful focus on inclusion, diversity, and creating a welcoming environment for all
- Ability to positively approach challenges and problem solve independently
- Excellent oral and written communication skills
- Excellent interpersonal skills, including the ability to use tact, courtesy and discretion in dealing with a variety of individuals
- Ability to exercise independent judgment, be highly organized, display individual initiative, work under deadline pressure, and use resources effectively in a complex work environment
- Ability to work effectively and maintain a good working relationship with a wide range of individuals
- Ability to work night and weekend shifts

Department(s):

A022420-GENERAL SERVICES/VC FOR UNIV RELATIONS/CAVR

Work Schedule:

This position will primarily work nights and weekends, 20-30 per week. The Call Center hours are 8:00AM - 9:00PM Monday - Friday and 9:30AM - 3:30PM Saturday and Sunday.

Appointment Type, Duration:

Terminal, 4 month appointment.
This position has the possibility to be extended based on need and/or funding

Salary:

Minimum $15.00 HOURLY
Depending on Qualifications

Instructions to Applicants:

To apply for this position, click the button (jobs.wisc.edu, search for 227259). Applicants will be asked to upload a resume, cover letter outlining relevant qualifications and experience, and three professional references.

Contact:

Karen Aune
karen.aune@wisc.edu
608-262-9949
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )





Official Title:

UNIV SERVICES ASSOC 2(16660)

Employment Class:

Temporary Employment

Job Number:

227259-TE

The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

The University of Wisconsin-Madison is engaged in a Title and Total Compensation (TTC) Project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Fall 2020. Job duties and responsibilities will remain the same. For more information please visit: https://hr.wisc.edu/title-and-total-compensation-study/ .

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department .

Applications Open: Sep 11 2020 Central Daylight Time
Applications Close: Sep 24 2020 11:55 PM Central Daylight Time

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