CareerGPS

First-Line Supervisors/Managers of Office and Administrative Support Workers
Summary Occupational Forecast Data for First-Line Supervisors of Office and Administrative Support Workers
Employment Employment Change Average Annual Job Openings Wage & Training Levels
2018 2023 Numerical Percent New Jobs Replacement Jobs Total Median Hourly Median Annual Training Levels
7,574 8,173 599 7.90% 120 774 894 $27.10 $56,358 High school diploma or equivalent
Description: Supervise and coordinate the activities of clerical and administrative support workers.
Staffing Pattern Data Forecast Data Source: EMSI (2nd Quarter 2018)

Occupation Details

The information in this section represents occupational characteristics included in O*NET which defines key features of an occupation as a standardized, measurable set of variables called "descriptors". These distinguishing characteristics of an occupation are described in greater detail in the O*NET Content Model. All items are listed in descending order of importance.

  • 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 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 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 for 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 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 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.

Knowledge

79%
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.
72%
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.
69%
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
63%
Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
62%
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.
61%
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.
57%
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.
55%
Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
51%
Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

Skills

85%
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.
78%
Speaking - Talking to others to convey information effectively.
75%
Coordination - Adjusting actions in relation to others' actions.
75%
Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
72%
Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
72%
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
69%
Negotiation - Bringing others together and trying to reconcile differences.
69%
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
69%
Time Management - Managing one's own time and the time of others.
69%
Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
69%
Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
65%
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
65%
Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
62%
Persuasion - Persuading others to change their minds or behavior.
62%
Service Orientation - Actively looking for ways to help people.
62%
Instructing - Teaching others how to do something.
62%
Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
60%
Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
53%
Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
50%
Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
50%
Quality Control Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.

Abilities

81%
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
81%
Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
78%
Speech Recognition - The ability to identify and understand the speech of another person.
78%
Speech Clarity - The ability to speak clearly so others can understand you.
75%
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.
69%
Written Comprehension - The ability to read and understand information and ideas presented in writing.
69%
Near Vision - The ability to see details at close range (within a few feet of the observer).
66%
Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
66%
Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
66%
Written Expression - The ability to communicate information and ideas in writing so others will understand.
62%
Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
60%
Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
60%
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).
60%
Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
60%
Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
56%
Far Vision - The ability to see details at a distance.
50%
Flexibility of Closure - The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
50%
Time Sharing - The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
50%
Mathematical Reasoning - The ability to choose the right mathematical methods or formulas to solve a problem.

Work Activities

91%
Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
87%
Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
82%
Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
82%
Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
81%
Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
80%
Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
79%
Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
79%
Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
77%
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.
76%
Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
76%
Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
75%
Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
75%
Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
74%
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.
74%
Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
73%
Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
72%
Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
71%
Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
68%
Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
67%
Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
67%
Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.
66%
Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
64%
Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
63%
Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
63%
Staffing Organizational Units - Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
63%
Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.
63%
Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
62%
Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
59%
Provide Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
56%
Monitoring and Controlling Resources - Monitoring and controlling resources and overseeing the spending of money.
54%
Selling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
54%
Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
50%
Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
Title Job Zone Three: Medium Preparation Needed
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.
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. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, interviewers, and insurance sales agents.
Education Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.

Interests

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.
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.

Work Styles

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.

Work Values

Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
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.
Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.