First-Line Supervisors of Office and Administrative Support Workers

Description

Directly supervise and coordinate the activities of clerical and administrative support workers.

Tasks

  • Resolve customer complaints or 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 or in resolving escalated complaints or disputes.
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or 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 for office or administrative staff.
  • Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
  • Compute figures such as balances, totals, or commissions.
  • Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
  • Coordinate activities with other supervisory personnel or with other work units or departments.
  • Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
  • Develop or update procedures, policies, or standards.
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes.
  • Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
  • Design, implement, or evaluate staff training and development programs, customer service initiatives, or 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 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.
  • Keep informed of provisions of labor-management agreements and their effects on departmental operations.
  • Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.
  • Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.

Knowledge

Physics
Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub- atomic structures and processes.
Building and Construction
Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
Biology
Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
Food Production
Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.

Skills

Operation and Control
Controlling operations of equipment or systems.
Equipment Selection
Determining the kind of tools and equipment needed to do a job.
Installation
Installing equipment, machines, wiring, or programs to meet specifications.
Equipment Maintenance
Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Repairing
Repairing machines or systems using the needed tools.

Abilities

Spatial Orientation
The ability to know your location in relation to the environment or to know where other objects are in relation to you.
Trunk Strength
The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
Control Precision
The ability to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions.
Speed of Limb Movement
The ability to quickly move the arms and legs.
Wrist-Finger Speed
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
Reaction Time
The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
Rate Control
The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object or scene.
Response Orientation
The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part.
Sound Localization
The ability to tell the direction from which a sound originated.
Manual Dexterity
The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.

Work Activities

Repairing and Maintaining Mechanical Equipment
Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

Interests

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.
Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Realistic
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Artistic
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Investigative
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

Work Style

Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Integrity
Job requires being honest and ethical.
Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
Cooperation
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Stress Tolerance
Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Initiative
Job requires a willingness to take on responsibilities and challenges.
Concern for Others
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Leadership
Job requires a willingness to lead, take charge, and offer opinions and direction.
Self Control
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Independence
Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

Work Values

Support
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Relationships
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Independence
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Working Conditions
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Achievement
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

Lay Titles

Accountant
Accounting Administrator
Accounting Clerks Supervisor
Accounting Director
Accounting Manager
Accounting Supervisor
Accounts Payable Supervisor
Accounts Receivable Manager
Accounts Receivable Supervisor
Adjustment Supervisor
Administrative Assistant
Administrative Assistant to the Dean
Administrative Coordinator
Administrative Officer
Administrative Services Director
Administrative Supervisor
Administrator
Admissions Director
Admissions Officer
Admissions Supervisor
Admitting Officer
Advertising Dispatch Clerks Supervisor
Agency Appointments Supervisor
Airline Ticket Sales and Reservations Supervisor
Animal Hospital Office Supervisor
Assembly Stock Supervisor
Audit Clerks Supervisor
Auto Club Safety Program Coordinator
Automatic Chief
Automobile Club Safety Program Coordinator
Automotive Service Advisor
Automotive Service Writer
Baggage Agent Supervisor
Baggage and Mail Agent
Baggagemaster
Banking Supervisor
Billing Administrator
Billing Department Supervisor
Billing Services Manager
Billing Supervisor
Booking Supervisor
Bookkeepers Supervisor
Bookkeeping Clerks Supervisor
Boxing and Pressing Supervisor
Business Manager
Business Services Supervisor
Call Center Director
Cargo Supervisor
Cashiers Supervisor
Central Office Operator Supervisor
Central Office Telephone Operators Supervisor
Central Supply Manager
Central Supply Supervisor
Central Supply Technician Supervisor
Chief Crew Scheduler
Chief Dispatcher
Chief Load Dispatcher
Chief Meter Reader
Chief Order Dispatcher
Chief Payroll Clerk
Chief Service Dispatcher
Chief Service Observer
Chief Telephone Operator
Civil Process Supervisor
Claims Adjuster Supervisor
Claims Supervisor
Classified Advertising Supervisor
Clerical Supervisor
Clerk Supervisor
Clinical Services Director
Coding Clerks Supervisor
Coin Machine Collector Supervisor
Collection Supervisor
Commissary Agent
Communication Center Coordinator

National Wages and Employment Info

Median Wages (2008):
$23.72 hourly, $49,330 annual.
Employment (2008):
1,359,150 employees