MyPlan.com :: Telephone Operators

Telephone Operators

Careers / Telephone Operators

Summary Description


	Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.

Sample Job Titles

1.	411 Directory Assistance Operator

2.	Bilingual Operator

3.	Central Office Operator

4.	Change Number Operator

5.	Charge Operator

6.	Communications Operator

7.	Customer Service Assistant

8.	Customer Service Representative

9.	Directory Assistance Operator

10.	Directory Operator

11.	Emergency Operator

12.	Information Operator

13.	Information Specialist

14.	Inward Toll Operator

15.	Live Source Operator

16.	Local Operator

17.	Local Telephone Operator

18.	Long Distance Billing Operator

19.	Long Distance Operator (LD Operator)

20.	Long Lines Operator

21.	Operator

22.	Phone Operator

23.	Rate Quoting Operator

24.	Service Assistant

25.	Telecommunications Operator

26.	Telephone Exchange Operator

27.	Telephone Operator

28.	Toll Operator

29.	Toll Relief Operator

30.	Toll Service Observer

31.	Traffic Administrator

32.	Trouble Operator

Job Tasks

	Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information. Search files, databases or reference materials to obtain needed information. Answer telephones to direct calls or provide information.

	Observe signal lights on switchboards, and dial or press buttons to make connections. Operate communications equipment or systems.

	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. Operate communications equipment or systems. Answer telephones to direct calls or provide information.

	Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information. Assist individuals with paperwork.

	Provide assistance for customers with special billing requests. Discuss account status or activity with customers or patrons.

	Calculate and quote charges for services such as long-distance connections. Calculate costs of goods or services.

	Monitor automated systems for placing collect calls and intervene for a callers needing assistance. Operate communications equipment or systems.

	Perform clerical duties such as typing, proofreading, and sorting mail. Sort mail. Proofread documents, records, or other files to ensure accuracy.

	Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary. Search files, databases or reference materials to obtain needed information.

	Interrupt busy lines if an emergency warrants. Operate communications equipment or systems.

	Provide relay service for hearing-impaired users. Assist disabled or incapacitated individuals.

	Offer special assistance to persons such as those who are unable to dial or who are in emergency situations. Assist disabled or incapacitated individuals.

	Promote company products, services, and savings plans when appropriate. Promote products, services, or programs.

	Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls. Operate communications equipment or systems.

	Update directory information. Enter information into databases or software programs.

	Keep records of calls placed and received, and of related toll charges. Maintain call records.

Work Activities

Importance	Work Activity

Interacting With Computers — Using 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 Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.

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

Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

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

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

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

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

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

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