"Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities , despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.
Lead or senior levels of these positions may:
- Handle escalated or more complex issues,
- Coordinate team activities or those of agency contract staff,
- Support supervisor or manager activities,
- Support the design, review and implementation of processes and procedure"