CAREER GUIDE FOR CUSTOMER SERVICE FIRST-LINE SUPERVISOR/MANAGER
SOC Code: 43-1011.01
Pay Band(s): 4 and 5 (Salary Structure)
Standard Occupational Description: Supervise and coordinate activities of workers involved in providing customer service.
Customer Service First-Line Supervisor/Manager positions in the Commonwealth are assigned to the following Roles in the Program Administration Career Group:
While Customer Service First-Line Supervisor/Managers within the Commonwealth are all located within the Program Administration Career Group, individuals may want to pursue other opportunities within the Commonwealth depending upon individual training, education, knowledge, skills, abilities, and interests.
Other Career Group(s) that may be of interest are:
SKILLS, KNOWLEDGE, ABILITIES AND TASKS
(Technical and Functional Expertise)
The Knowledge of:
The Ability to:
Like people, occupations have traits or characteristics. These characteristics give important clues about the nature of the work and work environment, and give you an opportunity to match your own personal interests to a specific occupation. When you choose a job in an occupation that matches your own interests you have taken an important step in planning a successful and rewarding career.
The occupation of Customer Service First-Line Supervisor/Manager has characteristics as described below:
Enterprising Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
LICENSURE, REGISTRATION, OR CERTIFICATION REQUIREMENTS
Generally this is not required for Customer Service First-Line Supervisor/Manager positions in state government.
Managers with the Commonwealth of Virginia are eligible for the Virginia Certified Public Manager Program offered by the Department of Human Resource Management. Web site is http://www.dhrm.virginia.gov/training/cpm/cpmhome.htm. This certificate program offers practitioner-oriented course work that builds upon management training programs offered through agencies, colleges, and universities.
Attainment of the Certified Administrative Manager (CAM) designation offered by the Institute of Certified Professional Managers, through work experience and successful completion of examinations, can increase a manager's advancement potential. The Institute of Certified Professional Managers is a certifying organization and offers a management certification program. The Institute is located at James Madison University, Harrisonburg, Virginia. Web site is http://cob.jmu.edu/icpm. Management Skills is the theme of the program, which emphasizes the teaching and application of real-world, practical skills and techniques over theories, and critical-thinking skills over rote knowledge.
Certification may enhance professional growth and career progression.
EDUCATIONAL, TRAINING, AND LEARNING OPPORTUNITIES
A high school diploma or the equivalent is the most common educational requirement for customer service representatives. Customer services representatives often become first-line supervisors of customer service staff.
However employers increasingly prefer customer service supervisors and managers who have education beyond high school, such as some college or even a college degree with course work in public administration, business administration or human resources management.
In the Commonwealth the customer service first-line supervisor and managers are provided with some training prior to beginning work and training continues once on the job. This training generally will cover these components: Training on services or common customer problems, training on the use of the telephone and/or computer systems, and training on company policies and regulations. In addition, the new supervisor or manager may attend in-house training or take courses in time management or interpersonal relations.
Competencies are a set of identified behaviors, knowledge, skills, and abilities that directly and positively impact the success of employees and the organization. Competencies can be observed and measured. When consistently demonstrated, competencies make employees particularly effective in their work. Competencies help lay out a road map to career success. You can use the Commonwealth Competencies to help improve your individual performance by adopting behaviors that make high performing employees successful in their jobs. In this way, you can use the Commonwealth Competencies for your further professional development.
The Commonwealth Competencies are:
The above competencies may be applied to employees throughout the Commonwealth of Virginia. They can be rank-ordered by agencies and hiring managers to represent the needs of a specific job. The rank ordering will change depending upon the occupation, an organization's priorities, the actual job requirements, and the supervisor's preferences.
Career success is both about what you do (applying your technical knowledge, skills, and ability) and how you do it (the consistent behaviors you demonstrate and choose to use) while interacting and communicating with others. Hopefully, by studying the Commonwealth competencies, identifying your developmental opportunities, and working to refine your own competence, you can take charge of your career!
For additional information about the Commonwealth Competencies go to: http://jobs.virginia.gov/cc_planningctr.htm. For the competencies, we first list the competencies and then define each. Finally, we list competency indicators; to describe what successful performance looks like.
COMMONWEALTH CAREER PATH
Career opportunities in the Commonwealth are not limited to moving up to the next highest role and pay band, changing positions, or to becoming a supervisor. That's because most roles describe a broad group of occupationally related positions that perform a range of work that requires increased knowledge and skills. For that reason, Commonwealth roles describe the career paths within the same or higher-level role for the same or different Career Group. The broad salary range and the Commonwealth's pay practices provide flexibility in recognizing career development and advancement. (Salary Structure)
For example: Customer Service First-Line Supervisor/Manager
Sample Career Path
Program Administration Specialist I
The Program Administration Specialist I role provides a career track for first-line supervisors of customer service staff. Employees' responsibilities require a specialized knowledge of the program area and the laws, regulations, policies and procedures relevant to the program.
Program Administration Manager I
The Program Administration Manager I role provides a career track for first-level managers who perform day-to-day program administration and service delivery within organizational unit(s). Responsibilities include management of administrative, budgeting, operational and programmatic activities.
Program Administration Manager II
The Program Administration Manager II role provides career tracks for managers who focus on immediate to long-range program issues affecting the management of a program. Typical responsibilities within this role include management of administrative, budgeting, planning, scheduling, operational, and programmatic activities.
ADDITIONAL OCCUPATIONAL INFORMATION CAN BE FOUND AT:
O*NET (Occupational Information Network)
Virginia Employment Commission
Career One Stop
Virginia Career Resource Network
American Management Association
National Management Association
International Association of Administrative Professionals