First-Line Supervisors of Office and Administrative Support Workers

• 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.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Recruit, interview, and select employees.
• Interpret and communicate work procedures and company policies to staff.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Compute figures such as balances, totals, or commissions.
• Coordinate activities with other supervisory personnel or with other work units or departments.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Develop or update procedures, policies, or standards.
• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
• Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.

Source: O*NET OnLine information for First-Line Supervisors of Office and Administrative Support Workers.

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Speaking - Talking to others to convey information effectively.
• 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.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
• Time Management - Managing one's own time and the time of others.

Source: O*NET OnLine information for First-Line Supervisors of Office and Administrative Support Workers.