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You are here: The Job Explorer > Job Description > Telephone Information Operator Senior

Telephone Information Operator Senior Duties and Responsibilities

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Purpose of Classification:

Answers and routes all telephone calls. Trains other operators. Assists users with telephone services. Supervises telephone operators and assists supervisor.

Distinguishing Characteristics:

This is the second in a series of three classifications. The responsibilities of this position are identical to those of the telephone operator and include performing as a team leader, coordinating and scheduling the activities of other operators. This position requires strong verbal communication skills.

Examples of Duties:

  • Coordinates the activities of other operators as needed.
  • Operates telephone switchboard in order to answer incoming calls; determines intent of caller and makes appropriate connections.
  • Receives and routes a variety of calls for general campus information including complaints, emergencies, bomb threats and security calls.
  • Assists in maintaining and updating telephone directories when notified of changes in order to access correct information.
  • Places long distance and conference calls for authorized parties.
  • Reports telephone equipment failures by completing necessary paperwork and notifying appropriate telecommunications personnel.
  • Maintains log of calls placed and any additional information required for various reports or special projects.
  • Acts as primary resource to other operators for problem resolution, complaints and emergencies.
  • Trains new telephone operators in performance of job duties and responsibilities.

Knowledge, Skills and Abilities:

  • Knowledge of centralized automated telephone system.
  • Knowledge of personal computers and operating system.
  • Skill in the operation of telephone equipment.
  • Skill in dealing diplomatically with the public under stressful conditions.
  • Skill in both verbal and written communication.
  • Skill in leading/coordinating work of others.

Minimum Qualifications:

Three years' experience operating a large automated telephone switchboard, which includes one year leading experience and/or coordinating the activities of others; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.


Next: Telephone Information Operator Supervisor Job Description



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