# Tasks & work activities — business service manager

Source: O*NET 30.3, occupation 43-1011.00 (First-Line Supervisors of Office and Administrative Support Workers).

## Task statements

- **[Core]** Resolve customer complaints or answer customers' questions regarding policies and procedures.
- **[Core]** Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- **[Core]** Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- **[Core]** Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
- **[Core]** Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- **[Core]** Train or instruct employees in job duties or company policies or arrange for training to be provided.
- **[Core]** Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- **[Core]** Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- **[Core]** Recruit, interview, and select employees.
- **[Core]** Interpret and communicate work procedures and company policies to staff.
- **[Core]** Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- **[Core]** Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
- **[Core]** Compute figures such as balances, totals, or commissions.
- **[Core]** Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
- **[Core]** Coordinate activities with other supervisory personnel or with other work units or departments.
- **[Core]** Develop or update procedures, policies, or standards.
- **[Core]** Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- **[Core]** Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
- **[Core]** Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- **[Supplemental]** Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
- **[Supplemental]** Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
- **[Supplemental]** Develop work schedules according to budgets and workloads.
- **[Supplemental]** Monitor inventory levels and requisition or purchase supplies as needed.
- **[Supplemental]** Plan for or coordinate office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services.
- **[Supplemental]** Arrange for necessary maintenance or repair work.
- **[Supplemental]** Keep informed of provisions of labor-management agreements and their effects on departmental operations.
- **[Supplemental]** Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.
- **[Supplemental]** Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.

## Detailed work activities

- Administer personnel recruitment or hiring activities.
- Analyze financial information.
- Calculate financial data.
- Compile data or documentation.
- Confer with coworkers to coordinate work activities.
- Coordinate operational activities.
- Develop organizational policies or programs.
- Examine documents to verify adherence to requirements.
- Explain regulations, policies, or procedures.
- Maintain current knowledge related to work activities.
- Maintain inventory records.
- Monitor inventories of products or materials.
- Perform administrative or clerical tasks.
- Plan facility layouts or designs.
- Prepare employee work schedules.
- Prepare research or technical reports.
- Provide information to coworkers.
- Record personnel information.
- Report maintenance or equipment problems to appropriate personnel.
- Respond to customer problems or complaints.
- Supervise clerical or administrative personnel.
- Train personnel.