Short Description

Supervise and coordinate the activities of clerical and administrative support workers.

 

Wages & Employment Trends

  1. Median wages (2006) $20.92 hourly, $43,510 annual
  2. Employment (2006) 1,418,000 employees
  3. Projected growth (2006-2016) Slower than average (3% to 6%)
  4. Projected need (2006-2016) 374,000 additional employees

 

Relations

Office Manager, Team Leader, Customer Service Manager, Customer Service Supervisor, Office Supervisor, Accounting Manager, Director, Office Coordinator, Accounts Payable Supervisor, Administrative Supervisor.

 

Tasks

  1. Resolve customer complaints, and answer customers’ questions regarding policies and procedures.
  2. Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  3. Provide employees with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes.
  4. Implement corporate and departmental policies, procedures, and service standards in conjunction with management.
  5. Discuss job performance problems with employees in order to identify causes and issues, and to work on resolving problems.
  6. Train and instruct employees in job duties and company policies, or arrange for training to be provided.
  7. Evaluate employees’ job performance and conformance to regulations, and recommend appropriate personnel action.
  8. Review records and reports pertaining to activities such as production, payroll, and shipping in order to verify details, monitor work activities, and evaluate performance.
  9. Recruit, interview, and select employees.
  10. Interpret and communicate work procedures and company policies to staff.

 

Knowledge

  1. 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.
  2. 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.
  3. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  4. Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  5. 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.
  6. 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.
  7. 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.
  8. Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  9. Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

 

Skills

  1. 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.
  2. Speaking — Talking to others to convey information effectively.
  3. Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  4. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  5. Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  6. Time Management — Managing one’s own time and the time of others.
  7. Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
  8. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  9. Instructing — Teaching others how to do something.
  10. Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.

 

Abilities

  1. Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
  2. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
  3. Written Expression — The ability to communicate information and ideas in writing so others will understand.
  4. Near Vision — The ability to see details at close range (within a few feet of the observer).
  5. Written Comprehension — The ability to read and understand information and ideas presented in writing.
  6. Speech Clarity — The ability to speak clearly so others can understand you.
  7. Number Facility — The ability to add, subtract, multiply, or divide quickly and correctly.
  8. Mathematical Reasoning — The ability to choose the right mathematical methods or formulas to solve a problem.
  9. 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).
  10. 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.

 

Work Activities

  1. Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  2. Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  3. Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
  4. Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  5. Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
  6. Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  7. Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
  8. Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
  9. 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.
  10. Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

 

Work Context

  1. Telephone — How often do you have telephone conversations in this job?
  2. Electronic Mail — How often do you use electronic mail in this job?
  3. Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?
  4. Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
  5. Work With Work Group or Team — How important is it to work with others in a group or team in this job?
  6. Structured versus Unstructured Work — To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
  7. Deal With External Customers — How important is it to work with external customers or the public in this job?
  8. Freedom to Make Decisions — How much decision making freedom, without supervision, does the job offer?
  9. Responsibility for Outcomes and Results — How responsible is the worker for work outcomes and results of other workers?
  10. Importance of Being Exact or Accurate — How important is being very exact or highly accurate in performing this job?

 

Job Zone

Medium Preparation Needed

  1. 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.
  2. 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.
  3. Job Zone 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.
  4. SVP Range (6.0 to < 7.0).

 

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.

 

Interests

  1. 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.
  2. 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.
  3. Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

 

Work Styles

  1. Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  2. Integrity — Job requires being honest and ethical.
  3. Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  4. Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  5. Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  6. Concern for Others — Job requires being sensitive to others’ needs and feelings and being understanding and helpful on the job.
  7. Initiative — Job requires a willingness to take on responsibilities and challenges.
  8. Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
  9. Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  10. 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

  1. Independence — Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
  2. 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.
  3. 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.
  4. 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.
  5. 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.

 

Other Occupation Details:

  1. Controller/Treasurer
  2. Chief Executive
  3. Financial Examiner
  4. Financial Manager
  5. Purchasing Manager
  6. Accountant
  7. Auditor
  8. Tax Examiner
  9. Personal Finance Advisors
  10. Bookkeeper
  11. Budget Analyst
  12. Financial Analyst
  13. Credit Analyst
  14. Loan Officer
  15. Bill Account Controller
  16. Administrative Officer
  17. Purchasing
  18. Cost Estimator
  19. Tax Preparer
  20. Clerk – Junior Accountant
  21. Clerk – Statement
  22. Teller
  23. Cashier