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

Career Description: Supervise and coordinate the activities of clerical and administrative support workers.

Industry: Office and Administrative Support

Other Job Titles for First-Line Supervisors/Managers of Office and Administrative Support Workers:

• 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.
• 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.
• 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.
• 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.
• First Interest High-Point: Primary-Rank Descriptiveness
• Second Interest High-Point: Secondary-Cutoff/Rank Descriptiveness
• Third Interest High-Point: Tertiary-Cutoff/Rank Descriptiveness

• 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 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 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 for 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 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 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.

Emerging Tasks

• Complete general financial activities, such as processing accounts payable, reviewing invoices, collecting cash payments, and issuing receipts.
• Find, retrieve, and make copies of information from files in response to requests and deliver information to authorized users.
• Input data such as file numbers, new or updated information, and document information codes into computer systems to support document and information retrieval.
• Keep records of materials filed or removed using logbooks or computers and generate computerized reports.
• Perform general office activities, such as typing, answering telephones, operating office machines, processing mail, and securing confidential materials.
• Provide clerical support to other departments.
• Supervise and train other clerical staff and arrange for employee training (e.g., schedule training, organize training material).

• Analyzing Data or Information: Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Assisting and Caring for Others: Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Coaching and Developing Others: Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Controlling Machines and Processes: Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
• Coordinating the Work and Activities of Others: Getting members of a group to work together to accomplish tasks.
• Developing and Building Teams: Encouraging and building mutual trust, respect, and cooperation among team members.
• Developing Objectives and Strategies: Establishing long-range objectives and specifying the strategies and actions to achieve them.
• Documenting/Recording Information: Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment: Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
• Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Estimating the Quantifiable Characteristics of Products, Events, or Information: Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
• Evaluating Information to Determine Compliance with Standards: Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
• Guiding, Directing, and Motivating Subordinates: Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Handling and Moving Objects: Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
• Identifying Objects, Actions, and Events: Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Inspecting Equipment, Structures, or Material: Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
• Interacting With Computers: Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Interpreting the Meaning of Information for Others: Translating or explaining what information means and how it can be used.
• Judging the Qualities of Things, Services, or People: Assessing the value, importance, or quality of things or people.
• Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.
• Monitor Processes, Materials, or Surroundings: Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Monitoring and Controlling Resources: Monitoring and controlling resources and overseeing the spending of money.
• Operating Vehicles, Mechanized Devices, or Equipment: Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or water craft.
• Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Performing Administrative Activities: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Performing for or Working Directly with the Public: Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
• Performing General Physical Activities: Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
• Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Provide Consultation and Advice to Others: Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
• Repairing and Maintaining Electronic Equipment: Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
• 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.
• Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Scheduling Work and Activities: Scheduling events, programs, and activities, as well as the work of others.
• Selling or Influencing Others: Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
• Staffing Organizational Units: Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
• Thinking Creatively: Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
• Training and Teaching Others: Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.

Detailed Work Activities

• analyze operational or management reports or records
• analyze organizational operating practices or procedures
• answer customer or public inquiries
• assign work to staff or employees
• compile itinerary of planned meetings or activities
• conduct or attend staff meetings
• conduct training for personnel
• confer with other departmental heads to coordinate activities
• consult with managerial or supervisory personnel
• coordinate staff or activities in clerical support setting
• delegate appropriate administrative support activities
• develop budgets
• develop policies, procedures, methods, or standards
• develop staffing plan
• dictate correspondence
• direct and coordinate activities of workers or staff
• document provision of administrative services
• establish employee performance standards
• evaluate information from employment interviews
• evaluate office operations
• evaluate performance of employees or contract personnel
• explain rules, policies or regulations
• hire, discharge, transfer, or promote workers
• interview job applicants
• maintain account records
• maintain administrative services procedures manual
• maintain file of job openings
• maintain inventory of office equipment or furniture
• maintain inventory of office forms
• maintain job descriptions
• maintain records, reports, or files
• maintain travel expense accounts
• modify work procedures or processes to meet deadlines
• monitor worker performance
• order or purchase supplies, materials, or equipment
• orient new employees
• oversee work progress to verify safety or conformance to standards
• plan meetings or conferences
• plan or organize work
• prepare financial reports
• prepare or maintain employee records
• prepare reports
• prepare tax reports
• prepare travel vouchers
• purchase office equipment or furniture
• recommend improvements to work methods or procedures
• recommend personnel actions, such as promotions, transfers, and dismissals
• recommend purchase or repair of furnishings or equipment
• requisition stock, materials, supplies or equipment
• resolve customer or public complaints
• resolve or assist workers to resolve work problems
• resolve personnel problems or grievances
• schedule employee work hours
• schedule meetings or appointments
• schedule or contract meeting facilities
• select software for clerical activities
• write administrative procedures services manual
• write employee orientation or training materials

Overall 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.

Job 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.

Education
Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree. Some may require a bachelor's degree.

Examples
These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include funeral directors, electricians, forest and conservation technicians, legal secretaries, interviewers, and insurance sales agents.

• Average hourly wage (2007) -$21.47
• Average annual wage (2007) - $44,650.00

• Projected growth (2006-2016): 5.75%
• Projected need (2006-2016): 81,590
• Employment (2006): 1,418,494

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