The Industrial Relations Centre (IRC) offers many public education programs each year, as well as in-house customized learning programs for specific clients. Reporting to the Operations Manager, the incumbent is responsible for overseeing the logistical planning and delivery of these programs, often simultaneously running one program while preparing for the next.  This includes onsite logistical management of each program, as well as pre-program planning activities (such as registration of participants, assisting in the preparation of learning materials, communicating with lead and guest speakers, clients and suppliers, facilitation of payment procedures, etc.), post seminar follow-up activities (collection of expenses from our speakers for processing and future program interest from participants, etc.).  As one of the IRC’s primary contacts with customers and speakers, the incumbent must have highly developed customer service abilities, as well as finely tuned planning, logistical and communication skills. The ability to adapt in the moment to speaker and participant requests is also essential. These duties require considerable independent initiative and good judgment.

The schedule for this position requires the incumbent to frequently travel, and to work evenings and weekends, and is subject to the averaging and travel time credit provisions of the USW Collective Agreement.

KEY RESPONSIBILITIES:

Responsible for all planning and seamlessly executing Queen’s IRC open-enrolment and in-house professional development programs.

Program Logistics Planning

• Plan and coordinate the logistics for on-site and off-site programs. Duties include, but are not limited to:
• Communicating program details to participants
• Working with lead and guest speakers to collect their materials for production
• Coordinate travel arrangements and accommodations for IRC staff and speakers
• Prepare and ship program materials and supplies
• Detail food, beverages and equipment as needed with venues
• Oversee the creation and distribution of post-program evaluations
• Works closely with other IRC staff and suppliers to ensure they are booked to fulfill their roles during the program
• Maintains inventory of program related supplies and re-orders as required
• As a member of the Program Team, make recommendations for improvements to programming and assist with planning and implementing agreed upon changes

On-site Program Management

• Act as the lead for the logistical management of programs including the welcoming, registering and orienting of participants, room set-up, and technology set-up.
• Orient speakers and ensures that they are organized and equipped to facilitate their sessions.
• Work with the venue staff to ensure we exceed our participant’s expectations.
• Resolve in the moment issues without a disruption to the program or customer.

Customer Service

• Responsible for creating and facilitating positive customer relationships by greeting participants in a courteous manner, addressing participant requests, identifying and addressing participant expectations, responding to changes in participant needs, handling participant feedback and presenting a positive organizational image. Trains on-site casual/student staff in customer service standards.

Database Updating

• Input data into the system and uses the database (ACT!) to provide relevant reports on areas such as registrations, and alumni profiles. At the direction of the Business Development Representative and approval from the Program Team Lead, actively mines for additional prospects to add to our database.

Promotions

• Help to promote the IRC programs and publications through various means such as networking with participants at programs, distributing promotional materials, and attending trade shows (as needed) on behalf of the IRC.
  Undertake other duties as assigned in support of the IRC.