Career summary

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

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

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

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  • Lodging Managers
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  • Social and Community Service Managers
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  • Transportation Managers