CompGeo Salary Survey Benchmark Job Summary and Competencies

Telephone Operators

The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Summary Job Description Tasks
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. Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
 
Suggest and check alternate spellings, locations, and/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.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Important Knowledge Competencies Competency Description
Customer and Personal Service Knowledge 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 Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
 
Telecommunications Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
 
Communications and Media Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
 
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Important Skill Competencies Competency Description
Active Listening Giving 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.
 
Speaking Talking to others to convey information effectively.
 
Service Orientation Actively looking for ways to help people.
 
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
 
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
 
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
 
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Important Ability Competencies Competency Description
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
 
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
 
Speech Clarity The ability to speak clearly so others can understand you.
 
Speech Recognition The ability to identify and understand the speech of another person.
 
Written Comprehension The ability to read and understand information and ideas presented in writing.
 
Selective Attention The ability to concentrate on a task over a period of time without being distracted.
 
Problem Sensitivity The 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.
 
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
 
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
 
Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
 
Finger Dexterity The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Prerequisite Qualification Category Education and Experience Level
Required Level of Education High School Diploma (or GED or High School Equivalence Certificate)
 
On-Site or In-Plant Training Up to and including 1 month
 
Related Work Experience None
 
On-the-Job Training Anything beyond short demonstration, up to and including 1 month
 
On-the-Job Training None or short demonstration
 
Related Work Experience Over 6 months, up to and including 1 year
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
Alternate Job Title(s)
411 Directory Assistance Operator
Bilingual Operator
Central Office Operator
Change Number Operator
Charge Operator
Customer Service Assistant
Customer Service Representative
Directory Assistance Operator
Directory Operator
Emergency Operator
Information Operator
Information Specialist
Inward Toll Operator
Live Source Operator
Local Operator
Local Telephone Operator
Long Distance Billing Operator
Long Distance Operator (LD Operator)
Long Lines Operator
Operator
Rate Quoting Operator
Service Assistant
Telecommunications Operator
Telephone Exchange Operator
Telephone Operator
Toll Operator
Toll Relief Operator
Toll Service Observer
Traffic Administrator
Trouble Operator
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Telephone Operators
 
 
.
 
CompGeo Professional Salary Survey and Total Compensation Forecast Options
 
Professional Total Compensation Forecast Library
Regional Online Access Subscription Options. Online Salary Survey Forecast Library Subscriptions include Access To All 23 CompGeo Salary Survey Career Occupation Groups covering thousands of Salary Survey Benchmarks with Salary and Compensation Forecasts over a eight year time period - an unmatched feature in the Salary and Compensation Forecast Business Realm.. Direct Pay, Fringe Benefit Costs and Total Compensation Forecasts included. Compensation Forecasts are present for all CompGeo Salary Survey Benchmarks along with Salary Survey Aging Factors for ea ch Projection Date. All Salary Survey Forecast Reports include a Companion Excel Salary Survey Forecast Data Sheet.
 
CompGeo Professional Salary Survey Report and Forecast Samples
CompGeo Salary Survey Report Samples
Samples and Pricing for all CompGeo Online Professional Report and Online Forecast Library Subscription Options.
 
 
 
Copyright © 1995 - 2018 International Compensation Technologies and The Clayton Wallis Company.
All Rights Reserved World Wide ictcw.com
Member, WorldatWork - Formerly American and Canadian Compensation Associations (ACA/CCA)