What Does a Telecommunications Operator Do?
Telecommunications operators provide assistance and support to customers over the phone, typically in a call center environment. They troubleshoot hardware and software issues, help customers set up their products, and provide advice and solutions to customer service issues.
Telecommunications operators are often the initial point of contact for customers or prospects. Therefore, excellent communication skills, the ability to work in a fast-paced environment, and an enthusiastic, extroverted personality are ideal traits to succeed in the role. Typically, telecommunications operators will work on a team of other operators with a set script. However, they must be both willing and able to deviate from this script when needed in order to provide the best service possible to the customer.
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National Average Salary
Telecommunications operator salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site zengig.com.
The average U.S. salary for a Telecommunications Operator is:
Telecommunications Operator Job Descriptions
Crafting the perfect job description may be the key to finding an exceptional telecommunications operator. To help you with your recruiting search, our team has put together some examples from past openings.
The key to our success is our unwavering belief in providing our employees with an environment in which they can excel and provide customers with a superior contact experience. This is why we’re searching for an experienced telecommunications operator to join our team. The telecommunications operator provides real-time monitoring, triage, and resolution of degradation/outages to infrastructure, networks, and applications. As an ideal candidate, you have proven experience working in a call center or related position, taking inbound calls and responding appropriately or re-directing the calls as needed. Your communication skills are excellent, and you have a friendly demeanor.
Typical duties and responsibilities
- Answer incoming calls promptly and respond to questions in a friendly, professional manner
- Transfer calls to appropriate parties as needed
- Use office communication systems, including intercom, public address, telephone, two-way radio, or switchboard
- Relay messages verbally or in written form
- Set up conference calls and regular telephone calls between co-workers, clients, and management
- Schedule meeting rooms and appointments between clients and staff
- Send and receive communications via fax
- Update telephone directories, manage schedules, create and proofread documents, and perform other data entry tasks
- Process packages and other incoming mail and deliver outgoing mail and packages to the post office or other shipping facilities
Education and experience
- High school diploma or equivalent
- 1-2 years experience
Required skills and qualifications
- Ability to speak fluently and clearly
- Solid multitasking skills
- Excellent verbal and written communication skills
- Ability to type at least 30 words per minute
- Ability to work efficiently with minimal supervision
- Ability to convey information accurately and effectively
- Able to listen and comprehend what others are saying
- Awareness of others’ reactions and understanding why they react as they do
- Good reading comprehension
- Solid writing skills
- Excellent customer service skills
- Experience as a telecommunications operator or in a similar role
- Experience in a virtual call center
Responsible for the accurate, efficient, and courteous processing of incoming Hospital calls, as well as calls for ABC Company Answering Service contracted clients. Additional responsibilities include timely and accurate processing and paging of hospital codes, monitoring and relaying of various alarms for Plant Operations and Security, as well as Mailroom duties as assigned.
- Process all calls within the current service level commitment
- Answer and navigate calls with accuracy, efficiency, and courtesy using best customer service tactics and practices
- Record and relay complete and accurate answering service message tickets, verifying all message details including correct spelling of patient name, caller name, and call back number
- Monitor and relay, with efficiency and urgency, designated codes via the code phone and code panels by getting correct information, promptly overhead paging, and documenting for legal and statistical purposes
- Monitor and relay designated internal Plant Operations and Security alarm panels, reporting any alarms to the Engineer on duty or Security Officer according to set procedures
- Performs other duties as assigned
- High School graduate or equivalent
- Excellent customer service skills
- Excellent telephone skills
- Ability to work in a team setting
- Typing/keyboarding at a minimum of 45 words per minute
- High volume PBX, answering service, call center, or medical provider office experience with a demonstrated understanding of these settings
- Follows New Hire Training and ongoing Star Service Competency programs in accordance with ABC Company policy
- Operates multi-line equipment
- Answers phones in a polite professional manner
- Uses computer to verify identity/room number of guest being called
- Directs calls to appropriate extension
- Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments
- Provides accurate directions to hotel from major inbound locations
- Answers questions regarding hotel functions and facilities
- Transmits messages via computer, two way radio and digital pager
- Receives, processes wake-up calls, room service orders, and guest requests
- Performs wake-up call functions
- Transmits messages via computer and facsimile machine
- Serves as communication hub during Emergency Procedures
- Monitors timelines of Star Service Delivery
- Monitors operation of call accounting equipment to ensure proper application of charges and collection of revenues
- Other duties as assigned
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management, and fellow employees
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
- Education: High School diploma or equivalent
- Experience: One plus year(s) experience as a Telecommunications or customer service coordinator in a high volume hospitality environment
Job summary and qualifications
We are currently recruiting for a Telecommunications Operator to join our team! As our Telecommunications Operator, you will operate a switchboard to relay incoming calls, outgoing calls, and pages. We are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply now!
- You will answer multiple incoming telephone lines
- You will obtain necessary information and transfers calls to correct extensions
- You will provide information to callers as appropriate
- You will perform overhead paging
- You will monitor all alarms located in PBX and notify appropriate personnel
- You will respond quickly to disaster and emergency situations
- You will assist with the maintenance of directories on-call list
- High school diploma or GED
- Previous PBX experience is desirable
- Experience in customer service position
- Ability to fluently speak and understand English
- Previous experience in hospital setting preferred
- Ability to perform calmly, competently and quickly in emergencies
Candidate Certifications to Look For
- Emergency Medical Dispatcher Certification (EMD). The Emergency Medical Dispatcher (EMD) certification provides candidates with timely training and sound medical protocol to prepare them to deliver quality care to the public with emergency medical needs. The 3-day course is certified through the International Academy of EMD. To qualify for certification, candidates must be CPR-certified through the National Safety Council, American Heart Association, American Red Cross, European Resuscitation Council, or equivalent.
- Emergency Fire Dispatcher Certification (EFD). The EFD is administered under the direction of the International Academies of Emergency Dispatch’s Boards of Curriculum. The course provides solid training and proven protocols to guide candidates in the highest standards of care. Using instructor-led lectures, discussion, video segments, audiotape review, hands-on practice, and role-playing, candidates can enhance their skills and confidence in extreme situations. The prerequisites for the course are the ability to read and write at a high school graduate or GED level.
- Certified Call Centre Associate (CCCA). The Global Association for Quality Management (GAQM) offers the CCCA, which demonstrates that candidates have the skills to provide an excellent customer experience. The CCCA Certification includes six critical elements of customer service that help give them the knowledge and skills to outdo your competition. This certification teaches candidates how to make the most of their telephone-based work and understand the best ways to listen and be heard. Through practical training, candidates will enhance their sales and customer service skills. There are no prerequisites for this course.
Sample Interview Questions
- What are the main responsibilities of a telecommunications operator?
- What skills are required to be a successful telecommunications operator?
- What strengths do you bring to this position?
- Why do you like being a telecommunications operator?
- How do you approach dealing with fast-paced and high-pressure work environments?
- Can you tell me about your experience using computer systems and software, such as a call center platform or database?
- During high call volume and stressful situations, how do you remain calm and professional?
- Describe a time when you handled many calls or inquiries in a short amount of time?
- What does customer satisfaction mean to you?
- What is the key to success in a call center?
- What would you do if a customer was unhappy or dissatisfied with your answer or solution?