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Tasks: |
Resolve customer complaints or 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 or in resolving escalated complaints or disputes. Implement corporate or 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 or instruct employees in job duties or company policies or arrange for training to be provided. Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action. Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or 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, or machine maintenance. Compute figures such as balances, totals, or commissions. Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies. Coordinate activities with other supervisory personnel or 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, or standards. Make recommendations to management concerning such issues as staffing decisions or procedural changes. Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules. Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria. Develop work schedules according to budgets and workloads. Monitor inventory levels and requisition or purchase supplies as needed.
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