Core

• 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.
• 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.