Supervises and coordinates activities of workers engaged in customer service activities.
Plans, prepares, and devises work schedules, according to budgets and workloads.
Observes and evaluates workers' performance.
Issues instructions and assigns duties to workers.
Trains and instructs employees.
Hires and discharges workers.
Communicates with other departments and management to resolve problems and expedite work.
Interprets and communicates work procedures and company policies to staff.
Helps workers in resolving problems and completing work.
Resolves complaints and answers questions of customers regarding services and procedures.
Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.
Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
Makes recommendations to management concerning staff and improvement of procedures.
Plans and develops improved procedures.
Requisitions or purchases supplies.
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.
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.
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
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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.
English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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.
Mathematics -- Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Economics and Accounting -- Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
Management of Personnel Resources -- Motivating, developing, and directing people as they work, identifying the best people for the job.
Speaking -- Talking to others to convey information effectively.
Coordination -- Adjusting actions in relation to others' actions.
Time Management -- Managing one's own time and the time of others.
Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
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.
Service Orientation -- Actively looking for ways to help people.
Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
Writing -- Communicating effectively in writing as appropriate for the needs of the audience.
Reading Comprehension -- Understanding written sentences and paragraphs in work related documents.
Oral Expression -- The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences.
Near Vision -- The ability to see details at close range (within a few feet of the observer).
Written Comprehension -- The ability to read and understand information and ideas presented in writing.
Written Expression -- The ability to communicate information and ideas in writing so others will understand.
Speech Clarity -- The ability to speak clearly so others can understand you.
Number Facility -- The ability to add, subtract, multiply, or divide quickly and correctly.
Mathematical Reasoning -- The ability to choose the right mathematical methods or formulas to solve a problem.
Speech Recognition -- The ability to identify and understand the speech of another person.
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.
Staffing Organizational Units -- Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
Guiding, Directing, and Motivating Subordinates -- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Communicating with Supervisors, Peers, or Subordinates -- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time.
Scheduling Work and Activities -- Scheduling events, programs, and activities, as well as the work of others.
Documenting/Recording Information -- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Resolving Conflicts and Negotiating with Others -- Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Performing Administrative Activities -- Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Coordinating the Work and Activities of Others -- Getting members of a group to work together to accomplish tasks.
Coaching and Developing Others -- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.