First-Line Supervisors of Office and Administrative Support Workers


Also called : Accounting Manager, Accounts Payable Supervisor, Accounts Receivable Manager, Administrative Supervisor, Customer Service Manager, Customer Service Supervisor, Office Coordinator, Office Manager, Off

What they do


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

On the job, one would


  • 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.

KNOWLEDGE


  • 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.

  • 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.

  • Administrative
    Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

  • English Language
    Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

SKILLS


  • 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.

  • Coordination
    Adjusting actions in relation to others' actions.

  • Monitoring
    Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

  • Reading Comprehension
    Understanding written sentences and paragraphs in work-related documents.

  • Social Perceptiveness
    Being aware of others' reactions and understanding why they react as they do.

ABILITIES


  • Oral Comprehension
    The ability to listen to and understand information and ideas presented through spoken words and sentences.

  • Oral Expression
    The ability to communicate information and ideas in speaking so others will understand.

  • Written Comprehension
    The ability to read and understand information and ideas presented in writing.

  • Speech Clarity
    The ability to speak clearly so others can understand you.

  • Speech Recognition
    The ability to identify and understand the speech of another person.

PERSONALITY

People interested in this work, will do well at jobs that need;

  • Integrity
    Job requires being honest and ethical.

  • Dependability
    Job requires being reliable, responsible, and dependable, and fulfilling obligations.

  • 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.

  • Attention to Detail
    Job requires being careful about detail and thorough in completing work tasks.

  • Concern for Others
    Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

  • Stress Tolerance
    Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

  • Achievement/Effort
    Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

  • Adaptability/Flexibility
    Job requires being open to change (positive or negative) and to considerable variety in the workplace.

  • Cooperation
    Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

TECHNOLOGY

  • Access software

  • Accounting software

  • Analytical or scientific software

  • Business intelligence and data analysis software

  • Calendar and scheduling software

  • Cloud-based data access and sharing software

  • Communications server software

  • Computer based training software

  • Customer relationship management CRM software

  • Data base reporting software

  • Data base user interface and query software

EDUCATION AND TRAINING

  • Preparation

    Medium Preparation Needed

  • Education

    Training in vocational schools or an Associate deg

  • Experience

    Previous work-related skill, knowledge, or experience is required for these occupations.

  • Jobtraining

    Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers.

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