SENIOR TELEPHONE OPERATOR

00069

This is supervisory work in the operation of a telephone communication console.

Work involves supervising and participating in the operation of the telephone console when the traffic load requires the services of several operators, as well as the scheduling and training of all new operational personnel. Employees participate in all aspects of the work of subordinate personnel and perform related clerical work such as maintaining records, furnishing non-technical routine information, relaying messages, and maintaining a student and faculty locator file. Work is performed with a considerable degree of independence and is checked by periodic inspection and observation of the quality of service rendered.

Supervises and participates in all activities of the telephone console.

Instructs new employees in the operations of the telephone console: assigns schedules and checks the work of subordinate operators.

Participates in the operation of the telephone console; answers incoming local, long distance, and toll calls and establishes proper connections; places person to person and other long distance toll calls.

Maintains a record of outgoing long distance toll calls and performs routine clerical work such as preparing daily time records and maintaining visual files indicating name, department, and title of each university student, faculty member, and employee.

Performs related work as required.

Considerable knowledge of the operation of a telephone console and accepted call handling procedures.

Considerable knowledge of the location and functions of principal personnel of the various university colleges and departments.

Ability to instruct new operators as well as plan, assign, schedule, and review their work.

Ability to operate a telephone console under heavy load conditions.

Ability to meet and deal with the public tactfully and courteously, relative to complaint situations.

Ability to perform a variety of routine clerical tasks accurately and efficiently.

Graduation from a standard high school, and considerable experience in the operation of a telephone communications system handling a heavy traffic load; or any equivalent combination of training and experience.