We struggle to find objective weekly numbers for our office manager and administrative support seats. What real, non-fluffy weekly metrics can we assign to these administrative roles to keep them accountable?

Question

Tyler Smith · Accepted Answer

Owners often assume that back office and administrative seats cannot be measured because their work is transactional and varied. This is a mistake. Every seat on your Accountability Chart exists to solve a specific problem, and every problem has a measurable outcome. If a seat has no weekly metric, you cannot objectively evaluate if the person in that seat has the capacity to do the job.

To find meaningful numbers for an office manager or administrative support seat, look at their primary roles. If they manage facilities and supplies, track weekly office supply spend against budget or the number of days facilities requests remain open. If they handle client intake or physical mail, track the time elapsed between receiving a document and scanning it to the correct digital file.

For administrative assistants, measure the accuracy of executive calendars or the lead time for booking travel. You can also track the percentage of weekly administrative tasks completed on time. Keep the metric objective and binary. It is either done or not done, green or red.

Another powerful metric is the internal customer satisfaction score. Have the team members who rely on this seat rate their support weekly on a scale of one to five, aiming for a weekly average. This removes the fluff and forces the seat holder to focus on operational efficiency. Assigning these numbers ensures everyone on the team is contributing to the data-driven culture of your EOS® run business.