Description
Enrolment Services in the Office of the Registrar is currently seeking a Full-time Regular Coordinator, Enrolment Services Operations.
Reporting to the Manager, Enrolment Services, the Coordinator, Enrolment Services Operations plays a central role in supporting the daily operations and advising services delivered by the Enrolment Services department within the Office of the Registrar. As part of an integrated, high-volume student service unit that manages over 100,000 advising interactions annually, this position provides operational oversight of Student Service Administrators (SSAs) and Student Ambassadors (SAs), ensuring consistent, accurate, and student-focused service delivery.
Summary of Key Responsibilities (job functions include but are not limited to):
- Supervise and provide daily support to SSAs, SAs, and Subject Matter Experts (SMEs); act as the first point of contact for SME escalations.
- Conduct regular 1-on-1 meetings with direct reports to provide mentoring, guidance, and performance feedback.
- Provide ongoing coaching and development to all Enrolment Services advisors throughout the annual cycle.
- Collaborate with the Manager, Enrolment Services on hiring, onboarding, and the performance management of advising staff.
- Oversee and support Advisor-led projects and ensure they are progressing on time and aligned with goals.
- Lead onboarding and setup of new staff, including training schedules, system access (e.g., WaitWell, PureCloud, Teams), and orientation to workflows and policies.
- Coordinate and deliver staff training sessions, in-service learning opportunities, and workshops.
- Set and track training outcomes, progress, and staff readiness.
- Build, manage, and adjust daily and weekly staff schedules in response to student demand and operational forecasts.
- Provide oversight of frontline service delivery, ensuring a high standard of student experience.
- Review service interactions and provide real-time coaching to improve first-contact resolution and service consistency.
- Handle student escalations and complex inquiries, collaborating with SMEs and campus stakeholders as needed.
- Track and support team projects, timelines, deliverables, and performance metrics.
- Maintain clear documentation of procedures, business workflows, and internal knowledge base updates.
Qualifications / Requirements:
- Bachelor's Degree from a recognized post-secondary institution.
- Minimum 3-5 years progressive experience in a Registrars' Office, student affairs office (post-secondary environment) or relevant, related client service unit.
- Experience and knowledge in the operation of a post-secondary education environment, and of working within university, provincial, and federal policy and regulations would be an asset.
- Strong leadership skills and a demonstrated ability to supervise and work with a diverse team of employees, delegating, leading, motivating, coaching, training, and evaluating staff.
- Experience working with call centre/CRM technology is required. Experience with Peoplesoft (or similar) is an asset.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to service would be an asset.
- Experience with planning and implementing successful staff training and development programs would be an asset.
- Proven experience in change management and communications expertise would be an asset.
- Demonstrated knowledge and proven abilities in learning & development, leadership development, performance management, change management, organizational development, project management, facilitation and solution consultation would be an asset.
- Demonstrated experience with complex HR management systems. Experience with PeopleSoft HCM preferred.
- Strong organizational skills to plan, coordinate and set priorities for training; multitask and adapt to changing needs in a dynamic environment.
- Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.
- Perform a wide range of duties, often in parallel, and must be able to exercise good judgment in setting priorities and balancing deadlines.
- Require someone with high energy and the proven ability to motivate and influence others.
Application Deadline: July 30, 2025
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
This position is classified in the Professional Career Band, Level 2 of the Management and Professional Staff Career Framework.
For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.
About the University of Calgary
UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments (equity@ucalgary.ca) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca).
Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.
