{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:38:11.760Z","occupation":{"soc":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","group":"Office & Administrative Support","sector":"55","jobZone":3,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers the supervision of office and administrative support teams across scheduling, performance management, customer service escalation, records review, recruitment, and policy communication in medium-preparation, office-based organizational environments.","levels":{"emerging":{"label":"Emerging","statements":["Work schedules and duty assignments — prepare and distribute under supervisor review for a small office administrative team.","Company policies and work procedures — interpret and relay to staff members using written and verbal communication in a standard office environment.","Customer inquiries and basic complaints — respond to using established policies and scripts under direct supervisory guidance.","Employee timekeeping and attendance records — review and flag discrepancies for correction in a payroll or HR tracking system.","Production or shipping activity logs — verify details by reviewing standard reports under direction from senior management.","Document management software — navigate and organize digital files to support routine administrative workflows in an office setting.","Performance problems of individual employees — identify and report to senior supervisors using structured observation and basic documentation.","Active listening skills — apply during team briefings and one-on-one conversations to understand employee concerns in an office support context.","Job candidates for entry-level roles — assist in screening applications and scheduling interviews under the direction of an HR manager.","Customer relationship management (CRM) software — enter and retrieve basic customer data to support service and administrative operations."]},"developing":{"label":"Developing","statements":["Daily workflow of office and administrative staff — monitor and adjust task assignments to meet deadlines with reduced supervisory oversight.","Escalated customer complaints — resolve by applying policy knowledge and interpersonal judgment in a customer-facing administrative environment.","Difficult employee performance issues — address through structured one-on-one conversations, identifying root causes and proposing corrective actions.","Work quality standards — enforce across the team by reviewing output reports, correcting errors, and providing real-time feedback.","Staff scheduling across multiple shifts or roles — prepare and manage using scheduling tools to balance coverage and workload in an office setting.","Human resources software — use to track employee performance records, attendance, and training completion in a mid-size administrative unit.","Procedural changes or policy updates — communicate clearly to staff through briefings and written notices, ensuring consistent understanding.","Interview and selection process for new hires — conduct with growing independence, evaluating candidates against defined role criteria.","Coordination of cross-functional administrative tasks — facilitate by liaising with other departments to maintain smooth office operations.","Time management practices — model and coach for direct reports to improve team productivity in a deadline-driven administrative environment."]},"proficient":{"label":"Proficient","statements":["Full scope of office and administrative staff performance — supervise autonomously, ensuring adherence to quality standards, deadlines, and procedures across the team.","Complex or multi-party customer complaints — resolve independently using advanced policy interpretation and negotiation skills in high-pressure service environments.","Employee guidance on non-routine or escalated problems — provide through targeted coaching and situation-specific problem-solving without supervisory direction.","Production, payroll, and shipping reports — analyze regularly to evaluate team performance trends and proactively address operational gaps.","Recruitment pipeline — manage end-to-end, including role definition, interviewing, selection, and onboarding of administrative support staff.","Database and query tools — leverage to extract, validate, and interpret workforce and operational data in support of evidence-based decisions.","Performance improvement plans — develop and implement for underperforming staff, documenting outcomes and adjusting strategies as needed.","Interdepartmental procedures — interpret and translate into actionable team workflows, resolving ambiguities that impact administrative operations.","Cloud-based data sharing and collaboration platforms — administer for the team to optimize document control and remote workflow continuity.","Staff development needs — assess through observation and performance data, then design and deliver targeted instructional sessions for the administrative team."]},"advanced":{"label":"Advanced","statements":["Organizational administrative standards and quality benchmarks — establish and champion across multiple teams or office locations at a strategic level.","Supervisory frameworks and operating procedures — design, document, and institutionalize to ensure consistency in office support operations organization-wide.","Emerging workforce challenges — anticipate and address by developing proactive talent acquisition, retention, and succession strategies for administrative functions.","Cross-departmental service delivery models — lead by aligning office and administrative support resources with broader organizational goals and priorities.","Culture of accountability and continuous improvement — cultivate among first-line supervisors and their teams through leadership modeling and structured feedback systems.","Financial and accounting software outputs — interpret at an executive level to inform staffing, budgeting, and resource allocation decisions for administrative divisions.","Project management initiatives affecting administrative operations — lead organization-wide, coordinating timelines, stakeholder communication, and deliverable accountability.","Policy development for customer service and administrative compliance — author and advocate for at the organizational level, ensuring regulatory alignment and staff understanding.","Leadership development curricula for emerging and developing supervisors — design and deliver to build a strong pipeline of capable office management talent.","Performance metrics and reporting systems — architect and oversee to provide senior leadership with actionable insights on administrative workforce effectiveness."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}