- Achieves goals through the work of others
- Management responsibilities include performance appraisals, pay reviews, training and development
- Job focus is on managing others and applying operational or strategic management skills
- Supervises the daily activities of business support, technicians and skilled operations teams
- Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager
- Typically, does not perform the work supervised
- Requires understanding and application of procedures and practices within own area and basic knowledge of other areas
- Understands how the team relates to other closely related teams to improve efficiency
- Has formal supervisory responsibilities; sets priorities for and coaches associates to meet deadlines
- Uses judgment to identify and resolve day-to-day problems
- Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives within their area
- Guided by local business needs and established practices
- Uses tact and diplomacy to exchange information and address sensitive issues