LEAD TELEPHONE CONSOLE OPERATOR
#1002
General Characteristics:
A Lead Telephone Console Operator is responsible for leading the work of Telephone Console Operator positions in operating telephone consoles, which serve the entire College campus, to assure that all incoming and outgoing calls going through the central phone system are handled professionally and efficiently; operates telephone consoles; trains all new operators; schedules work coverage; determines procedural changes and implements them; does related work as required. Work requires the ability to train and lead others, as well as, a clear well-modulated speaking voice, a good memory for numbers and names and the ability to quickly and calmly determine needs of callers. operating telephone consoles requires manual dexterity and good visual acuity.
Examples of Work:
Trains all telephone operators; monitors performance of staff; arranges work coverage for employees on vacation or sick leave.
Operates a telephone system with at least 32 incoming lines and over 850 campus extensions in a quick and efficient manner while being pleasant, courteous, calm and helpful without sounding abrupt; determines callers' needs; answers routine information inquiries; routes calls for further information to the correct department; follows standard procedures for bomb threats and tries to get specific information from caller; follows special procedures for emergency situations.
Maintains and updates the master telephone directory.
Reports telephone malfunctions to the Communications/Data Specialist.
Places long distance calls for employees and students through the outside operator; maintains records of collect long distance calls accepted by departments; sets up conference calls.
Makes telephone procedural changes as needed; advises departmental personnel when they are experiencing telephone problems as to the correct way to dial long distance, as an example.
Makes night recordings for normal College operating schedule, holidays, inclement weather and closures; maintains and checks on recorder functioning.
Knowledge, Skills and Abilities:
Ability to operate a telephone console or similar equipment requiring a good memory; skill in training and monitoring performance of staff; ability to process rapid transactions quickly without error; ability to hear, discern and react quickly but in a friendly, pleasant manner; ability to relate favorably with the public, staff and students; ability to memorize telephone extensions and names quickly; ability to place calls quickly and accurately; ability to speak in a clear well-modulated and calm voice; ability to concentrate on work and not be distracted; ability to hear and understand various voice levels And accents; ability to keep accurate records; ability to work under pressure; ability to learn College programs, structure and departments quickly; ability to handle emergencies calmly and follow standard procedures; ability to type and operate recording equipment; ability to schedule work coverage; ability to work safely.
Supervision:
Reports to and works under the general supervision of the Associate Vice President for Information Technology. Work is performed independently according to established procedures. General instructions as to scope of work and priorities are provided by the supervisor. Employee is responsible for daily operations with the supervisor available to consult on problems and policy decisions.
This position coordinates and leads the work of Telephone Console operator positions. This position plans work, assigns tasks, provides priorities and is available to answer questions or troubleshoot problems on a daily basis.
Minimum Qualifications:
High school graduation or equivalent is required. one year of experience as a PBX operator or an operator of a large console serving a large number of stations is required.
Equivalent combination of training and experience will be considered qualifying.
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