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Details for First-Line Supervisors/Managers of Office and Administrative Support Workers


Description

Supervise and coordinate the activities of clerical and administrative support workers.

Tasks

  • Resolve customer complaints, and answer customers' questions regarding policies and procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes.
  • Implement corporate and departmental policies, procedures, and service standards in conjunction with management.
  • Discuss job performance problems with employees in order to identify causes and issues, and to work on resolving problems.
  • Train and instruct employees in job duties and company policies, or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations, and recommend appropriate personnel action.
  • Review records and reports pertaining to activities such as production, payroll, and shipping in order to verify details, monitor work activities, and evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.
  • Prepare and issue work schedules, deadlines, and duty assignments of office or administrative staff.
  • Maintain records pertaining to inventory, personnel, orders, supplies, and machine maintenance.
  • Compute figures such as balances, totals, and commissions.
  • Research, compile, and prepare reports, manuals, correspondence, and other information required by management or governmental agencies.
  • Coordinate activities with other supervisory personnel, and with other work units or departments.
  • Analyze financial activities of establishments or departments, and provide input into budget planning and preparation processes.
  • Develop and/or update procedures, policies, and standards.
  • Make recommendations to management concerning such issues as staffing decisions and procedural changes.
  • Consult with managers and other personnel to resolve problems in areas such as equipment performance, output quality, and work schedules.
  • Participate in the work of subordinates in order to facilitate productivity or to overcome difficult aspects of work.
  • Design, implement, and evaluate staff training and development programs, customer service initiatives, and performance measurement criteria.
  • Develop work schedules according to budgets and workloads.
  • Monitor inventory levels, and requisition or purchase supplies as needed.
  • Discuss work problems or grievances with union representatives.
  • Plan for and coordinate office services such as equipment and supply acquisition and organization, disposal of assets, relocation, parking, maintenance, and security services.
  • Arrange for necessary maintenance and repair work.
  • Keep informed of provisions of labor-management agreements and their effects on departmental operations.
  • Coordinate or perform activities associated with shipping, receiving, distribution, and transportation.
  • Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, and related factors pertaining to items stored.

Interests

  • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
  • Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
  • Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Education, Training, Experience

  • Education - Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Training - Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Experience - Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.

Knowledge

  • Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Skills

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Speaking - Talking to others to convey information effectively.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Coordination - Adjusting actions in relation to others' actions.
  • Persuasion - Persuading others to change their minds or behavior.
  • Negotiation - Bringing others together and trying to reconcile differences.
  • Instructing - Teaching others how to do something.
  • Service Orientation - Actively looking for ways to help people.
  • Time Management - Managing one's own time and the time of others.
  • Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.

Related Careers

  • Administrative Services Managers
  • First-Line Supervisors/Managers of Housekeeping and Janitorial Workers
  • First-Line Supervisors/Managers of Transportation and Material-Moving Machine and Vehicle Operators
  • Food Service Managers
  • Lodging Managers
  • Medical and Health Services Managers
  • Social and Community Service Managers
  • Storage and Distribution Managers
  • Transportation Managers
Wages for this career
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