Occupation · SOC 43-1011
First-Line Supervisors of Office and Administrative Support Workers
Directly supervise and coordinate the activities of clerical and administrative support workers.
Median wage
$66,140
$43,920–$102,980
Projected growth
-0.3%
Declining
Annual openings
-390
per year
Employed (US)
1,495,580
Job Zone 3
Typical preparation
Medium preparation
Stackable credential programs
830 mapped
Core skills
CoordinationSpeakingReading ComprehensionActive ListeningMonitoringSocial PerceptivenessCritical ThinkingInstructing
Knowledge areas
Administration and ManagementCustomer and Personal ServiceEnglish LanguageAdministrativeComputers and Electronics
Technology & tools
Document management softwareHuman resources softwareOperating system softwareCustomer relationship management CRM softwareData base user interface and query software
Representative tasks
Supervise the work of office, administrative, or customer service employees to ensure adherence to qResolve customer complaints or answer customers' questions regarding policies and procedures.Provide employees with guidance in handling difficult or complex problems or in resolving escalated
Competency framework
Skill expectations by proficiency level.
emerging
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
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
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
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.
Also known as
229 alternate job titles map to this occupation.
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