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Telephone Operators Occupation Detailed Description

Telephone Operators career

General Job Description and Education/Training Levels for Telephone Operators

The main tasks and work activities of Telephone Operators are to answer telephones to direct calls or provide information, search files, databases or reference materials to obtain needed information, assist individuals with paperwork, assist disabled or incapacitated individuals. In general, for the Telephone Operators, speaking, active Listening, service Orientation, social Perceptiveness and other 3 skills are required.
Telephone Operators Job Description
EducationThese occupations usually require a high school diploma.
Related ExperienceSome previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job TrainingEmployees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
ExampleThese occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
The following chart shows the education/training levels for Telephone Operators jobs. 83.61% of Telephone Operators have High School Diploma (or the equivalent) and 0.77% of Telephone Operators have Post-Secondary Certificate.
Less than a High School Diploma
15.61%
High School Diploma (or the equivalent)
83.61%
Post-Secondary Certificate
0.77%
Some College Courses
0.00%
Associate's Degree (or other 2-year degree)
0.00%
Bachelor's Degree and Above
0.01%

Tasks and Work Activities of Telephone Operators

  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
  • Observe signal lights on switchboards, and dial or press buttons to make connections.
  • Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
  • Provide assistance for customers with special billing requests.
  • Calculate and quote charges for services such as long-distance connections.
  • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
  • Perform clerical duties such as typing, proofreading, and sorting mail.
  • Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
  • Interrupt busy lines if an emergency warrants.
  • Provide relay service for hearing-impaired users.
  • Promote company products, services, and savings plans when appropriate.
  • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
  • Update directory information.
  • Keep records of calls placed and received, and of related toll charges.
  • Interacting With ComputersUsing computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Communicating with Supervisors, Peers, or SubordinatesProviding information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Resolving Conflicts and Negotiating with OthersHandling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Getting InformationObserving, receiving, and otherwise obtaining information from all relevant sources.
  • Updating and Using Relevant KnowledgeKeeping up-to-date technically and applying new knowledge to your job.
  • Establishing and Maintaining Interpersonal RelationshipsDeveloping constructive and cooperative working relationships with others, and maintaining them over time.
  • Documenting/Recording InformationEntering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
  • Processing InformationCompiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Interpreting the Meaning of Information for OthersTranslating or explaining what information means and how it can be used.
  • Developing and Building TeamsEncouraging and building mutual trust, respect, and cooperation among team members.
  • Answer telephones to direct calls or provide information.
  • Search files, databases or reference materials to obtain needed information.
  • Assist individuals with paperwork.
  • Assist disabled or incapacitated individuals.
  • Operate communications equipment or systems.
  • Discuss account status or activity with customers or patrons.
  • Calculate costs of goods or services.
  • Proofread documents, records, or other files to ensure accuracy.
  • Sort mail.
  • Promote products, services, or programs.
  • Enter information into databases or software programs.
  • Maintain call records.

Skills and Abilities for Telephone Operators

  • SpeakingTalking to others to convey information effectively.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service OrientationActively looking for ways to help people.
  • Social PerceptivenessBeing aware of others' reactions and understanding why they react as they do.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Oral ExpressionThe ability to communicate information and ideas in speaking so others will understand.
  • Oral ComprehensionThe ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech ClarityThe ability to speak clearly so others can understand you.
  • Speech RecognitionThe ability to identify and understand the speech of another person.
  • Written ComprehensionThe ability to read and understand information and ideas presented in writing.
  • Selective AttentionThe ability to concentrate on a task over a period of time without being distracted.
  • Problem SensitivityThe ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Desktop calculatore.g. 10-key calculators
  • Alarm systemse.g. Alarm system monitors
  • Laser printerse.g. Computer laser printers
  • Photocopierse.g. Copy machines
  • Typewriterse.g. Electric typewriters
  • Laser fax machinee.g. Laser facsimile machines
  • Two way radiose.g. Mobile radios
  • Special purpose telephonese.g. Multiline telephone systems
  • Paging controllerse.g. Paging systems
  • Personal computerse.g. Personal computers
  • Premise branch exchange PBX systemse.g. Premise branch exchange PBX equipment
  • Special purpose telephonese.g. Secure voice equipment
  • Phone headsetse.g. Telephone headsets
  • Premise branch exchange PBX systemse.g. Telephone switchboards
  • Digital telephonese.g. Voice over Internet Protocol VoIP systems
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • TelecommunicationsKnowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
  • Communications and MediaKnowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.