View occupational profile

Search the OaSIS

Keyword
Code
Competency

Version

Search by keyword

Version

Loading the OaSIS list. Please wait.

Search by code

Version

Category (required)

Descriptor (required)

Search with more than one descriptor

View all occupations A-Z Advanced search

Customer service representatives supervisors (except financial services)

OaSIS code 62023.02

Customer service representatives supervisors (except financial services) supervise and co-ordinate the activities of workers in the following group: Other customer and information services representatives (64409).

Overview

Also known as

Contact centre supervisor

Main duties

This group performs some or all of the following duties:

Supervise, coordinate, assign, and review the work of clerks and agents engaged in conducting surveys and interviews, collecting and compiling statistics, providing information and customer service, and writing correspondence including emails and preparing materials
Establish work schedules and procedures
Coordinate activities with other units and departments
Prepare and submit progress reports and other documentation
Identify training needs and train workers in job duties and company policies
Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work
May perform the same duties as workers supervised.

Additional information

No data has been provided for this section.

Similar occupations classified elsewhere

Exclusions:

Retail sales supervisors (62010)

Skills match:

View occupations with similar skills and abilities requirements

NOC hierarchy breakdown

NOC version

NOC 2021 Version 1.0

Broad occupational category

6 – Sales and service occupations

TEER

2 – Occupations usually require a college diploma or apprenticeship training of two or more years; or supervisory occupations

Major group

62 – Retail sales and service supervisors and specialized occupations in sales and services

Sub-major group

620 – Retail sales and service supervisors

Minor group

6202 – Service supervisors

Unit group

62023 – Customer and information services supervisors

Occupational profile

62023.02 – Customer service representatives supervisors (except financial services)

Work characteristics

Work characteristics gathers the various components describing the work environment of each occupation, such as employers, work activities, and the work context. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of complexity (for Work Activities) or other measurement dimensions (for Work Context), and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Work Activities

Proficiency or complexity level

Coaching and Developing Others

4 - High Level

Resolving Conflicts and Negotiating with Others

4 - High Level

Staffing

4 - High Level

Supervising Subordinates

4 - High Level

Analyzing Data or Information

3 - Moderate Level

Work Activities

General types of work-related activities.

Coaching and Developing Others

Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Resolving Conflicts and Negotiating with Others

Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Staffing

Recruiting, interviewing, selecting, hiring, and promoting employees in an organization (excluding non-recruitment interviews).

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Supervising Subordinates

Provide guidance and direction to subordinates, including the establishment of work outcomes for performance monitoring.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Analyzing Data or Information

Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Controlling Machines and Processes

Using mechanisms or physical activity to control the operation of machines or processes (excluding computers or vehicles).

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Developing Technical Instructions

Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Electronic Maintenance

Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate on electrical or electronic principles.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Mechanical Maintenance

Servicing, repairing, adjusting, or testing machines, devices, moving parts, and equipment that operate on mechanical principles.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Operating Vehicles, Mechanized Devices, or Equipment

Manoeuvring, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or watercraft.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Assisting and Caring for Others

Providing personal assistance, medical attention, emotional support, or other care to customers, clients, or patients.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Clerical Activities

Entering, transcribing, recording, storing, or maintaining all types of information in written or electronic form.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Communicating with Coworkers

Sharing or providing information or advice to management, supervisors, co-workers and subordinates on work related topics.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Communicating with Persons Outside Organization

Sharing or exchanging information with people outside the organization, representing the organization to customers, the public, government or other external sources.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Coordinating the Work and Activities of Others

Getting members of a group to work together to accomplish tasks.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Developing Objectives and Strategies

Define and establish medium to long-term objectives, and determine strategies and actions to achieve them.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Establishing and Maintaining Interpersonal Relationships

Developing respectful, constructive, and cooperative working relationships with others, and maintaining them over time.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Estimating the Quantifiable Characteristics

Estimating cost, resources or materials needed to perform a work activity.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Evaluating Information to Determine Compliance

Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations or standards.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Getting Information

Observing, receiving, or obtaining information from all relevant sources.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Interacting with Computers

Using computers and computer systems (including hardware and software), and equipment with digital interface to program, write software, set up functions, enter data, process information, or control machines.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Interpreting the Meaning of Information for Others

Translating or explaining what information means and how it can be used.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Making Decisions

Choose the best solution based on the analysis of information and the evaluation of potential results.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Managing Resources

Determining, acquiring, monitoring and controlling any kind of resources and overseeing the spending of money.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Performing for or Working Directly with the Public

Working or interacting directly with the public or performing for public audiences.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Planning and Organizing

Developing specific goals and plans to prioritize and organize tasks to get the work done.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Processing Information

Compiling, categorizing, tabulating, auditing, or verifying information or data.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Providing Consultation and Advice

Providing guidance and expert advice to management or other groups on technical, systems, or process related topics.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Scheduling Work and Activities

Scheduling events, programs, and activities, as well as the work of others.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Selling or Influencing Others

Convincing others to buy goods or services, or to change their minds or actions.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Team Building

Encouraging and building mutual trust, respect, and cooperation among team members.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Training and Teaching

Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Applying New Knowledge

Keep up-to-date on relevant theorical and technical knowledge and apply them at work.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Handling and Moving Objects

Using hands and arms to install, fabricate and, repair objects; or to move or manipulate objects and materials (excluding construction occupations).

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Identifying Objects, Actions, and Events

Identifying information by categorizing, recognizing differences or similarities, measuring, investigating, and detecting changes in circumstances or events.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Inspecting Equipment, Structures, or Material

Inspecting equipment, structures, or material to identify the cause of errors, problems or defects.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Judging Quality

Assessing the value, importance or quality of materials, products, services or people.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Monitoring Processes, Materials, or Surroundings

Tracking and reviewing information from materials, events, or the environment to detect or assess problems and progress.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Performing General Physical Activities

Performing physical activities that require use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Thinking Creatively

Generating innovative or creative ideas to develop or design new application, products, including artistic contributions.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Work Context

Structural Job Characteristics

Structured versus Unstructured Work

Degree of freedom to determine tasks and priorities

4 - High amount of freedom

Work Week Duration

Worked hours in a typical week

2 - Between 35 to 40 hours

Physical Work Environment

Physical Proximity

Physical distance from others

3 - Somewhat close (e.g. share office)

Physical Demands

Sitting

Duration

4 - More than half the time

Standing

Duration

2 - Less than half the time

Bending or Twisting the Body

Duration

1 - Very little time

Interpersonal Relations

Contact with Others

Frequency

5 - Every day, almost continuously

Duration

5 - All the time, or almost all the time

Work with Work Group or Team

Importance

3 - Important

Frequency

5 - Every day, almost continuously

Structural Job Characteristics

The components that define the structural aspect of the job.

Structured versus Unstructured Work

The extent to which the job is structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals.

Degree of freedom to determine tasks and priorities

4 - High amount of freedom

1 - Very low amount of freedom
2 - Low amount of freedom
3 - Moderate amount of freedom
4 - High amount of freedom
5 - Very high amount of freedom

Work Week Duration

Number of hours typically worked over a period of 7 days.

Worked hours in a typical week

2 - Between 35 to 40 hours

1 - Less than 35 hours
2 - Between 35 to 40 hours
3 - More than 40 hours

Automation

The job requires operation, manipulation or handling of automated systems, processes or machines.

Degree of automation

1 - Slightly automated

1 - Slightly automated
2 - Moderately automated
3 - Highly automated

Competition

The job requires to compete against co-workers or to be aware of competitive pressure between them or between businesses within the same industry.

Degree of competition

3 - Moderately competitive

1 - Minimally competitive
2 - Somewhat competitive
3 - Moderately competitive
4 - Highly competitive
5 - Extremely competitive

Consequence of Error

The impact on outcomes of a mistake, which was not readily correctable, made by the worker.

Degree of consequence of error

2 - Somewhat serious (bodily injury or damage to property)

1 - Minimally serious (significant inconvenience)
2 - Somewhat serious (bodily injury or damage to property)
3 - Serious (bodily injury or damage to property)
4 - Very serious (bodily injury or damage to property)
5 - Extremely serious (life and death)

Freedom to Make Decisions

The job allows the worker to make decisions without supervision.

Degree of freedom to make decisions

3 - Moderate amount of

1 - Very low amount of freedom
2 - Low amount of freedom
3 - Moderate amount of
4 - High amount of freedom
5 - Very high amount of freedom

Frequency of Decision Making

The job requires the worker to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization.

Frequency

3 - Once a week or more but not every day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Impact of Decisions

The impact on the organization or colleagues of the decisions made by the worker (a decision should be understood as a conclusion or resolution reached after consideration).

Degree of impact

3 - Moderate impact

1 - Extremely low impact
2 - Low impact
3 - Moderate impact
4 - High impact
5 - Extremely high impact

Pace Determined by Speed of Equipment

The job requires maintaining pace with the speed of the equipment, machines, or computers. This does not refer to always being occupied while in the position.

Importance

0 – Not applicable

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Precision

The job requires the worker to be exact or accurate.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Tasks Repetition

The job requires repetitive tasks in the performance of work.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Time Pressure

The job requires working under pressure, meeting strict deadlines or dealing with competing priorities.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Type of Work Schedules

The type of schedule usually required for the job.

Work schedule

1 - Regular (established routine set schedule)

1 - Regular (established routine set schedule)
2 - Irregular (changes with weather conditions, production demands, or contracts duration)
3 - Seasonal (only during certain times of the year)

Physical Work Environment

The physical surroundings in which the worker performs their job.

Physical Proximity

The job requires performing tasks while being physically close to other people.

Physical distance from others

3 - Somewhat close (e.g. share office)

1 - Work with others but not closely (beyond 100 ft.)
2 - Minimally close (Less than 100 ft.)
3 - Somewhat close (e.g. share office)
4 - Close (at arm’s length)
5 - Physically touching or very close

Biological Agents

The job requires being exposed to bacteria, viruses and fungi that may cause illness due to direct or indirect contact.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Cramped Work Space, Awkward Positions

The job requires working in confined space that requires getting into uncomfortable positions.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Dangerous Chemical Substances

The job requires being exposed to contaminants, such as pollutants, gases or dust, through inhalation, ingestion, or contact with skin.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Extreme Temperatures

The job requires being exposed to very hot (above 32.2 °C) or very cold (below 0 °C) temperatures.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Extremely Bright or Inadequate Lighting

The job requires working in extremely bright or inadequate lighting conditions.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Hazardous Conditions

The job requires being exposed to conditions that involves risks of accidents such as high voltage electricity, flammable material, or explosives.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Hazardous Equipment, Machinery, Tools

The job requires working near or with equipment, instruments, machinery, or power/hand tools that may be a potential source of accident or injury.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

High Places

The job requires being exposed to elevated places such as poles, scaffolding, catwalks, or ladders longer than two meters in length.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

In an Enclosed Vehicle or Equipment

The job requires working in a closed vehicle or equipment (e.g., car, truck or heavy equipment).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

In an Open Vehicle or Equipment

The job requires working in an open vehicle or equipment (e.g., tractor).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Indoors, Environmentally Controlled

The job requires working inside a building with controlled temperature and humidity conditions.

Duration

5 - All the time, or almost all the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Indoors, Not Environmentally Controlled

The job requires working inside a building where the temperature and humidity are not controlled (e.g., warehouse without heat).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Outside, Exposed to Weather

The job requires working outdoors and being subject to variations in weather conditions and seasonal weather patterns.

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Outside, Under Cover

The job requires working outdoors, protected from variations in weather conditions and seasonal weather patterns by a covered space (e.g., structure with roof but no walls).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Radiation

The job requires being exposed to ionizing radiation such as X-rays and radioactive substances or non-ionizing radiation such as radio frequencies and infrared, ultraviolet or visible light that may affect health adversely.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Skin Injury

The job requires being exposed to the risks of minor burns, cuts, bites, or stings.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Sound and Noise

The job requires being exposed to sound and noise levels that are distracting or uncomfortable, regardless of the equipment used by the workers.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Specialized Safety Equipment

The job requires wearing specialized protective or safety equipment such as breathing apparatus, safety harness, full protection suits, or radiation protection.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Standard Safety Equipment

The job requires wearing common protective or safety equipment such as safety shoes, glasses, gloves, hard hats, or life jackets.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Vibration

The job requires being exposed to oscillating or quivering motion of the body while performing tasks.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Physical Demands

The physical activities the job requires the worker to do.

Sitting

The job requires being in a position where the body weight is supported by the buttocks.

Duration

4 - More than half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Standing

The job requires maintaining an upright position supported by one’s feet.

Duration

2 - Less than half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Bending or Twisting the Body

The job requires leaning forwards or backwards or moving the body torsionally.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Climbing

The job requires going up and down ladders, scaffolds, or poles.

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Handling Material Manually

The job requires using your hands to handle, control, or feel objects, tools, or controls (excluding mouse and keyboard).

Duration

2 - Less than half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Keeping or Regaining Balance

The job requires maintaining your body in a steady position or recovering balance.

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Making Repetitive Motions

The job requires repeating the same movement.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Walking and Running

The job requires lifting and setting down each foot in turn in order to move forward at a certain pace.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Interpersonal Relations

The human interactions required to perform the job.

Contact with Others

The job requires being in contact with others (face-to-face, by telephone, or otherwise) to perform tasks.

Duration

5 - All the time, or almost all the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Work with Work Group or Team

The job requires working with others in a group or team.

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Conflict Situations

The job requires being confronted with disputes or disagreements with or between customers, employees, or other parties.

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Coordinating or Leading Others

The job requires providing guidance or direction to co-workers or subordinates in accomplishing work activities.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Deal With External Customers

The job requires working with members outside of the organization, including clients and the public.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Deal with Physically Aggressive People

The job requires dealing with individuals that have violent behaviour.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Dealing With Unpleasant or Angry People

The job requires dealing with disagreeable, furious, or discourteous individuals.

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Electronic Mail

The job requires the use of an electronic communication device to send and receive messages.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Face-to-Face Discussions

The job requires having in-person discussions with individuals or teams.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Public Speaking

The job requires delivering speeches to an audience (a minimum of five persons).

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Responsibility for Outcomes and Results of Other Workers

The job requires assuming the responsibility for the end product and effects of other workers’ work.

Degree of responsibility

4 - High responsibility

1 - Very low responsibility
2 - Low responsibility
3 - Moderate responsibility
4 - High responsibility
5 - Very high responsibility

Responsible for Others' Health and Safety

The job requires ensuring the health, safety and security of others.

Degree of responsibility

4 - High responsibility

1 - Very low responsibility
2 - Low responsibility
3 - Moderate responsibility
4 - High responsibility
5 - Very high responsibility

Telephone

The job requires communicating with others by using a telephone or hand-held radios.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Written Communications

The job requires producing administrative or creative written communications.

Frequency

3 - Once a week or more but not every day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Workplaces/employers

Contact centres
Establishements throughout the private and public sector
Retail establishments
Telephone and utility companies

Skills and abilities

This section displays the various competencies required for an occupation. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of proficiency (for Skills and Abilities) or importance (for Personal Attributes) and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Abilities

Proficiency or complexity level

Categorization Flexibility

3 - Moderate Level

Deductive Reasoning

3 - Moderate Level

Fluency of Ideas

3 - Moderate Level

Mathematical Reasoning

3 - Moderate Level

Multitasking

3 - Moderate Level

Skills

Proficiency or complexity level

Management of Material Resources

4 - High Level

Management of Personnel Resources

4 - High Level

Persuading

4 - High Level

Time Management

4 - High Level

Coordinating

3 - Moderate Level

Personal Attributes

Importance

Active Learning

4 - Highly important

Adaptability

4 - Highly important

Analytical Thinking

4 - Highly important

Attention to Detail

4 - Highly important

Collaboration

4 - Highly important

Abilities

Innate and developed aptitudes that facilitate the acquisition of knowledge and skills to carry out expected work.

Categorization Flexibility

The ability to generate or use different sets of rules for combining or grouping things in different ways.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Deductive Reasoning

The ability to apply general rules to produce logical answers for specific problems.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Fluency of Ideas

The ability to come up with multiple ideas about a topic.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Mathematical Reasoning

The ability to choose the right mathematical methods or formulas to solve a problem.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multitasking

The ability to shift back and forth between two or more activities or sources of information during the same time period (such as speech, sounds, touch, or other sources).

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Body Flexibility

The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Control of Settings

The ability to adjust the controls of a machine or a vehicle to exact positions.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Dynamic Strength

The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Explosive Strength

The ability to exert short bursts of muscle force to propel oneself (as in jumping or sprinting), to throw an object, or to apply force with a tool.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Glare Tolerance

The ability to see objects or people, in the presence of glare or bright lighting.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Gross Body Coordination

The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Gross Body Equilibrium

The ability to keep or regain your body balance or stay upright when in an unstable position.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Night Vision

The ability to see under low light conditions.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Peripheral Vision

The ability to see objects, people, or their movement in the peripheral field of vision when looking ahead.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Rate Control

The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Reaction Time

The ability to respond quickly with one or more limbs to a stimulus such as noise, light or image.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Sound Localization

The ability to identify the direction, origin and distance from which a sound comes.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Spatial Orientation

The ability to know your location in relation to the environment or know where objects are in relation to you.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speed of Limb Movement

The ability to quickly move the arms and legs.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Static Strength

The ability to exert muscle force to lift, push, pull, carry, or transfer objects.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Trunk Strength

The ability to exert your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Near Vision

The ability to see details at close range.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speech Recognition

The ability to identify and understand the speech of another person.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Auditory Attention

The ability to give full attention on a single source of sound in the presence of other distracting sounds.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Inductive Reasoning

The ability to combine pieces of information to form general rules or conclusions, which includes finding a relationship among seemingly unrelated events.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Information Ordering

The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Memorizing

The ability to remember information such as words, numbers, pictures, or procedures.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Numerical Ability

The ability to carry out arithmetical processes accurately such as addition, subtraction, multiplication or division.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Pattern Identification

The ability to identify or detect a known pattern such as a figure, object, word, or sound that is hidden in other information or material.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Pattern Organization Speed

The ability to quickly combine and organize information into meaningful patterns.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Perceptual Speed

The ability to compare, quickly and accurately, similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time, one after the other, or with a remembered object.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Problem Identification

The ability to identify an existing or potential problem. It is not about solving the problem, but only about recognizing its presence.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Spatial Visualization

The ability to think visually about geometric forms, comprehend the two-dimensional representation of three-dimensional objects and recognize the relationships resulting from the movement of objects in space.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speech Clarity

The ability to articulate and pronounce words clearly, so others can understand you when you speak.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Verbal Ability

The ability to understand the meaning, precise use, associated ideas, and relationships of spoken words; and to use them in the proper context when presenting information or ideas.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Written Comprehension

The ability to read and understand information and ideas presented in written form.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Written Expression

The ability to communicate information and ideas in writing and adapting the writing style to the audience so that they can understand.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Arm-Hand Steadiness

The ability to keep your hand and arm steady while moving or holding them in one position.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Colour Perception

The ability to match or detect differences or similarities between colours, including shades of colour and brightness.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Depth Perception

The ability to discern which of several objects is closer or farther away from you, or to estimate the distance between you and an object.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Far Vision

The ability to see details of objects and people at a distance.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Finger Dexterity

The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble small objects.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Finger-Hand-Wrist Motion

The ability to make fast, simple, and repeated movements of the fingers, hands, and wrists.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Hearing Sensitivity

The ability to detect or distinguish the differences between sounds in terms of pitch and volume.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Manual Dexterity

The ability to move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects or tools.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multi-Limb Coordination

The ability to coordinate two or more limbs, such as two arms, two legs, or one leg and one arm, while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multi-Signal Response

The ability to choose quickly between one or more movements with the hand, finger, or foot in response to the appearance of two or more different signals such as lights, sounds, or images.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Selective Attention

The ability to concentrate on a task over a period of time without being distracted.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Stamina

The ability to perform intense physical activities over long periods without becoming winded or out of breath.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Skills

Developed capabilities that an individual must have to be effective in a job, role, function, task or duty.

Management of Material Resources

The capability to plan and manage the purchase, inventory, warehousing, transportation, or distribution of products or materials and their use.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Management of Personnel Resources

The capability to recruit, train, motivate, develop and direct employees, identify the best person for the tasks to be performed and establish their work objectives in relation to the objectives of the organization.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Persuading

The capability to convince others to change their minds, beliefs, intentions or behaviours.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Time Management

The capability to manage one's own time and the time of others.

Proficiency or complexity level

4 - High Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Coordinating

The capability to organize people or groups by adjusting activities in relation to others' activities so that they work effectively as a whole.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Digital Production

The capacity to design, develop, adapt, or integrate hardware, software applications, electronic devices or digital technologies while adhering to cybersecurity standards.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Equipment and Tool Selection

The capability to choose between two or more types of tools, equipment or, machinery to perform a job.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Operation and Control

The capability to maneuver and control operations of equipment, machines, vehicles or systems.