Print

Education >> Browse Articles >> Salary Guides

Rate

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

HRPeople with O*Net and Payscale

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.

Knowledge

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.

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.

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

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.

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.

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.

Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

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.

Speaking — Talking to others to convey information effectively.

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

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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

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.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Instructing — Teaching others how to do something.

Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.

Abilities

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

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

Written Expression — The ability to communicate information and ideas in writing so others will understand.

Near Vision — The ability to see details at close range (within a few feet of the observer).

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.

Number Facility — The ability to add, subtract, multiply, or divide quickly and correctly.

Mathematical Reasoning — The ability to choose the right mathematical methods or formulas to solve a problem.

Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Tasks, KSAs sourced from O*Net

Pay


Poll: How do you feel about crying at work?

Poll: How do you feel about crying at work?