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Telephone Operators

  • Business, Management and Administration

Tasks

What tasks do Telephone Operators perform?

  • 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.

  • 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.


Knowledge

What do Telephone Operators need to know?

  • 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.

  • Telecommunications

    Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

  • Administrative

    Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.


Skills

What skills do Telephone Operators need?

  • 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.



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Data on career profiles are based on information supplied by the O*NET Program, sponsored by U.S. Department of Labor, Employment, and Training Administration.