Competition Number

P16840

Posting Title

Team Lead Enrolment Services Frontline Support

Classification

Band 9

Location

Multiple Locations (Please check posting details)

Other Location(s)

Building

Other Building

Date Posted

07/15/2025

Closing Date

07/24/2025

JIQ #

198

Start Date

08/11/2025

End Date

Open Until Filled

No

Ongoing

Yes

Category of work

Full Time

Bargaining Unit

Professional Services

Hours of Work

Regulated 36 hours (5/4 work pattern)

Salary Range

$2,736.69 to $3,268.96 bi-weekly

Temporary Market Stipend

Incumbent

Total Assigned days (AC) / Total Hours per biweekly pay

72 hours biweekly

Posting Status

Open

Saskatchewan Polytechnic considers the diversity of our workforce to be one our leading strengths and greatest assets. Our employee diversity enhances our ability to meet the needs of an increasingly diverse student population. Currently, approximately 20% of our students are Indigenous. A continued emphasis on the development of a representative workforce is one of Sask Polytech’s strategic priorities and, as an organization, we are making significant efforts to attract and retain Indigenous employees.

Job Duties/Qualifications, Skills and Abilities(QSA)

Job Duties

Job Duties

Reporting to the Manager, Student Services Hub, the Team Lead, Enrolment Services – Frontline Support plays a key leadership role in delivering exceptional front-line service to students and clients. This position supports daily operations, guides a team of client service staff, and ensures service delivery aligns with institutional goals.

The Team Lead promotes best practices, supports performance outcomes, and ensures the integrity of student and contact data within Saskatchewan Polytechnic’s systems. They contribute to a seamless and efficient service experience for both internal and external stakeholders.

As a liaison between the client services team and other departments, the Team Lead fosters collaboration across campus and virtual support areas. They provide coaching, training, and direction to staff, and assist with complex or escalated inquiries, all while maintaining professionalism, confidentiality, and a strong service ethic.

QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE

Specific Accountabilities

Duties

Operational Management:

• Provide day-to-day supervision and support for client service staff.
• Foster a positive, collaborative, and inclusive team environment.
• Identify training needs; develop and deliver onboarding as well as ongoing training and professional development.
• Mentor and coach staff to enhance skills, knowledge, and performance, while also assessing individual contributions and providing input for development opportunities and performance reviews.
• Address staffing shortages and ensure adequate backup support.
• Monitor and maintain staff schedules and timesheets.
• Travel as required.

Client Services:

• Seek excellence in front-line student service through oversight and ongoing improvements to a student-centered approach through various communication.
• Champion a first-contact resolution approach, ensuring student and client inquiries are handled efficiently and effectively at the initial point of contact.
• Be prepared to handle urgent or high-pressure situations, ensuring that services remain consistent and students/clients feel supported.
• Foster a positive and welcoming environment for students and clients, ensuring all interactions are supportive, timely, and aligned with the institution’s values.
• Interact with diverse public, including students, parents, education counselors, government/community agencies, Saskatchewan Polytechnic faculty and staff, and the general public.
• Oversee the accurate and timely completion and distribution of documents to students and clients, ensuring all processes are efficiently managed.
• Manage all aspects of the ID card system, including its production, distribution, and operation, ensuring smooth and efficient functionality
• Provide strong interpretation and guidance to the team in communicating institutional policies to students and clients, ensuring clear, accurate explanations that promote a thorough understanding of guidelines and procedures.

Technology and Continuous Improvement:

• Serve as the organizational expert on the customer service module of the CRM, responsible for training, support, and ensuring effective utilization across the team.

• Serves as a key resource in guiding the accurate interpretation, entry, and use of data within Student Information Systems and Customer Relationship Management platforms.

• Identify opportunities to enhance service delivery through technology solutions.

• Collaborate with IT and relevant stakeholders to implement technology improvements and updates.

• Ensure staff are trained on new systems and tools to improve efficiency and service quality.

• Stay current with technological trends and innovations to encourage continuous improvement

• Analyze data and feedback to inform decisions on technological enhancements that streamline operations.

• Conduct ongoing assessment and review of operations to improve efficiency and ensure the best use of resources, including leveraging technology for improved, timely student supports and administrative processes.

Relationship Management & Divisional and Institutional Alignment:

• Collaborate with Student Services Managers and Directors to design, develop, implement, and evaluate student-centered supports.

• Support a diverse group of internal and external clients, including Saskatchewan Polytechnic faculty and staff, current and prospective students, alumni, educational partners, employers, sponsoring agencies, and the general public.

• Maintain open and effective communications with Managers and Directors within Student Services and with stakeholders to ensure that front-line team aligns with the departmental, divisional, and institutional priorities.

• Oversee creation, revision and renewal of procedural documents.

• Monitor adherence to standard practices, policies, and procedures.

• Suggest and implement improvements for productivity, file keeping, data tracking, and information management.

• Establish and maintain strong collaborative relationships with Saskatchewan Polytechnic academic and non-academic units.

• Demonstrate strong knowledge of Saskatchewan Polytechnic policy, programs, processes, and procedures to ensure alignment and compliance in all support services.

• Guides and supports the service team in delivering exceptional customer service that enhances revenue generation and customer retention, significantly contributing to the institution’s financial growth and long-term success.

Required Qualifications, Skills and Abilities (QSA)

1. Diploma in Business Administration or a related field. An equivalent combination of education and relevant experience will also be considered.

2. Four (4) years of recent and relevant experience in Customer Service or Administrative Support role in a fast-paced front line service environment. Must have at least one (1) year of supervisory experience or in a leadership role.

3. Strong leadership skills and able to provide supervision and support to frontline support staff and foster a positive, collaborative and inclusive team environment.

4. Ability to work to lead a team and with work with individuals throughout the organization, to achieve optimal results and positive outcomes.

5. Excellent interpersonal and communication skills, with superior written and oral communication abilities to interpret, explain, summarize, document, and present information and training to a diverse audience.

6. Proficient with using MS Office and with usage and monitoring phone systems. Ability to manage data in multiple software systems and have a thorough understanding on how to interpret and use a Student Information System.

7. Excellent planning, organizational, and prioritizing skills and able to manage time effectively, complete tasks, and meet deadlines with minimal supervision.

8. Strong analytical, problem-solving, and decision-making skills to conduct detailed analysis and determine effective courses of action.

9. High attention to detail and ability to recognize, comprehend, analyze, and solve complex customer service issues including resolving conflicts, explaining and enforcing policies.

10. Demonstrates valuing diversity.

Desired QSA