First-Line Supervisors/Managers of Office and Administrative Support Workers Onet SOC Code 43-1011.00 Career Description: Supervise and coordinate the activities of clerical and administrative support workers. Related Clusters:

Career Summary:

• 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.
• Prepare and issue work schedules, deadlines, and duty assignments of 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 and/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 in order 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.

• 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.
• 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.
• 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.
• 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.
• Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
• 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.
• 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.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• 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.

• Most organizations fill office management positions by promoting individuals within their establishment from the clerical ranks. These individuals have demonstrated that they are capable of handling additional administrative responsibilities. Some office managers may be hired from outside the organization. Although they are not usually required to hold a specific degree, most employers value a college degree with demonstrated organizational and communication skills. Postsecondary courses in time management, supervision, office occupations, and interpersonal relations may be taken at local community colleges. High school students may prepare for this occupation by taking courses in English, computer applications, office occupations, mathematics, and keyboarding. Office work experience is looked upon favorably by potential employers.

  Military job training consists of 6 to 10 weeks of classroom instruction including practice in various office functions. Further training occurs on the job. Course content typically includes English grammar, spelling, and punctuation; keyboarding and clerical skills; setting up and maintaining filing and publication systems; and preparing forms and correspondence in military style.

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• 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.
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
• Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
• Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
• 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.
• Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
• Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
• Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
• Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• 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.
• Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

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

• 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.
• Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
• Persistence - Job requires persistence in the face of obstacles.
• Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
• Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
• Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

• Authority - Workers on this job give directions and instructions to others.
• Autonomy - Workers on this job plan their work with little supervision.
• Activity - Workers on this job are busy all the time.
• Working Conditions - Workers on this job have good working conditions.
• Responsibility - Workers on this job make decisions on their own.
• Independence-Mean Extent - Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
• Achievement - Workers on this job get a feeling of accomplishment.
• Achievement-Mean Extent - 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.
• Ability Utilization - Workers on this job make use of their individual abilities.
• Security - Workers on this job have steady employment.
• Creativity - Workers on this job try out their own ideas.
• Recognition-Mean Extent - 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.
• Variety - Workers on this job have something different to do every day.
• Co-workers - Workers on this job have co-workers who are easy to get along with.
• Company Policies and Practices - Workers on this job are treated fairly by the company.
• Working Conditions-Mean Extent - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
• Compensation - Workers on this job are paid well in comparison with other workers.
• Moral Values - Workers on this job are never pressured to do things that go against their sense of right and wrong.
• Relationships-Mean Extent - 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.
• Advancement - Workers on this job have opportunities for advancement.
• Supervision, Technical - Workers on this job have supervisors who train their workers well.
• Support-Mean Extent - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
• Social Status - Workers on this job are looked up to by others in their company and their community.
• Social Service - Workers on this job have work where they do things for other people.
• Recognition - Workers on this job receive recognition for the work they do.
• Supervision, Human Relations - Workers on this job have supervisors who back up their workers with management.

Wage and salary data provided by:

• Bureau of Labor Statistics, Tennessee Department of Labor website
• TN Department of Labor & Workforce Development website
• Bureau of Economic Analysis website