TELEPHONE OPERATORS & SWITCHBOARD

            Manager, Telephone Operator Services--T6-0010-

            Telephone Operator, C--T6-1005-

            Telephone Operator, B--T6-1006- 

            Telephone Operator, A--T6-1007-

            Telephone Operator, Sr.--T6-1008-

            Telephone Operator, Chief--T6-1009-

            Switchboard Operator--T6-2005-

            Telephone Operator, Asst Chief--T6-2010-

            Telephone Operator, Chief--T6-2020-

            Telephone Operator, Chief--T6-2030-

            Telex/FAX Pool Operator--T6-2100-

DESC. NO.:              T6-0010
  JOB TITLE:     MANAGER, TELEPHONE OPERATOR SERVICES

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Accountable for the management and optimization of telephone operator/attendant operations. Advocates new and enhanced telephone services to serve the organizations' user community and, ensures the best possible telephone services to meet the organization's communication require­ments.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responsible for the supervision and coordination of all telephone services and is affected by local Telco and AT&T tariff and policies and by technological changes in the telecommuni­cations industry. The incumbent is faced with frequent and rapid changes in an industry involving highly technical equipment, software and issues. The manager must thoroughly understand the management, operations and policies of the telecommunications system/net­work. He/she also must understand the impact tariff and regulatory changes have upon the services available and their associated costs.

The telecommunications industry is in a state of constant flux and change. The telecommunica­tions systems and its related services are growing information management and communication resources for the user community. Major challenges to the position include maintaining positive public relations with organization departments while placing with them certain system capability restrictions. Other challenges include maintaining a sufficient knowledge of telecommunications in order to handle the broad scope of the position, as well as maintaining a knowledge of technical details to assist telephone users. An additional challenge includes maintaining a positive working relationship with representatives of all vendors.

Within established policy, makes decisions regarding department voice services, system configurations and places orders for the approved US West or AT&T services. The position recommends capital equipment purchases, policy changes, and needs for additional lines. The position keeps the Director informed regarding problems with in assigned area of responsibility.

This position is a member of the Organization Emergency Preparedness Committee. It is not required to be a member of any professional organizations. However, the incumbent is encouraged to participate actively in local organizations that support his/her organization responsibilities.

ENSURES ADEQUATE, EFFECTIVE AND EFFICIENT ORGANIZATIONAL TELEPHONE SERVICES BY PERFORMING THE FOLLOWING:

      --               Works with local TELCO, other vendors and organization departments in providing the organization with adequate public telephone facilities and services.

      --               Ensures cost efficient facsimile service is available for the organization communi­ty.

      --               Supports the goals and objectives of organization personnel and departments through knowledge of new and enhanced voice communications services.

      --               Assists in planning, designing and implementing a high quality, efficient organization telephone network.

      --               Recommends changes and upgrades to organization telecommunications systems to alleviate problems and enhance services or operations.

      --               Assists in evaluating, recommending, and selecting equipment, services and components to serve organization voice networks.

      --               Recommends and implements approved service standards and policies.

      --               Assists in the design of department owned systems.

      --               Assists in monitoring and analyzing trunks/line usage and system traffic.

      --               Recommends least cost and alternative routing resources.

      --               Provides intermediate and long-range planning for on and off site networks and systems.

      --               Stays abreast of policy, procedural, and technological changes  in the telecommu­nications industry.

      --               Supports cost effective operation of organization telecommunication services.

      --               Maintains a close working relationship with local Telco and AT&T company  representatives and acts as organization liaison on routine service matters.

      --               Prepares special reports and develops special projects for the Director, as assigned.

      --               Makes recommendations to assist in solving organization communication network/syst­ems problems.

PROVIDES EFFECTIVE/EFFICIENT ORGANIZATION TELEPHONE ATTENDANT OPERA­TIONS BY:

      --               Directs the hiring and training of new attendants/operators.

      --               Conducts regular staff meetings.

      --               Assures proper coverage at telephone console/switchboard to handle volume of calls at any given time.

      --               Supervises the maintenance and release of organization dial-in activities information.

      --               Provides effective directory services for the entire organization.

STRATEGIC MANAGEMENT AND LONG-RANGE PLANNING.

      --               Develops management tools and reports to assist in measuring, managing, and long-range planning for organization telephone services.

      --               Reviews activity reports regularly to determine the direction of his/her depart­ment, potential problems, equipment/services needs and personnel requirements.

      --               Assesses current telephone services and operations for maximum efficiency, production and customer satisfaction.

      --               Regularly reviews his/her department's progress, problems and needs with Director, Communication Systems.

PROVIDES ACCURATE AND UP-TO-DATE Organization AND OFF-Organization TELEPHONE DIRECTORIES.

      --               Ensures the maintenance of accurate and up-to-date data for the organization telephone directory.

      --               Works with organization administration to determine appropriate format and content of directories.

      --               Works closely with Print Services and other agencies to ensure timely delivery of telephone directories

      --         Orders and delivers off-campus telephone directories.

ADMINISTRATION OF BUDGET ACCOUNT AND OPERATING MONIES.

      --               Prepares and submits an annual budget request to cover his/her department operating expenses.

      --         Monitors monthly budget reports for accuracy and completeness.

      --         Analyzes monthly reports to ensure against budget overruns.

      --         Assumes responsibility for budget expenditures and revenues.

MAINTAINS DISASTER RESPONSE PLAN FOR COMMUNICATION SYSTEMS.

      --               Identifies possible telecommunication system disasters.

      --               With other managers, develops a plan to respond to disasters to assure the user community of effective and continuing communications capabilities.

      --               Maintains an up-to-date written plan for department employees to guide their efforts/support during a disaster.

      --         Serves on the Organization Disaster Preparedness Committee

PROFESSIONAL DEVELOPMENT.

      --               Attends approved management, motivation, self-improvement and telecommuni­cation training seminars, workshops and user groups.

      --               Reads technical publications relating to current responsibilities.

      --               Provides professional development opportunities for his/her employees, as provided by organization policies.

CITIZENSHIP.

      --         Promotes a positive image of the department and the company.

      --               Supports activities of the department and other organization departments.

      --               Relates well with other organization employees.

      --               Adheres to organization established standards and policies.

      --               Promotes awareness and compliance with organization citizenship standards within his/her department.

SUPERVISION RECEIVED:

This position has a wide area of responsibility with a great deal of latitude given to accomplish given tasks. Reports directly to the Director of Communications Services.

SUPERVISION EXERCISED:

      --               Supervises other employees, including planning, organizing, integrating, controlling and supporting activities of personnel supervised.

      --               Structures the organization and designs jobs to meet the department mission.

      --               Maintains one-year and two-year human resource plans.

      --               Maintains a plan of succession for critical positions in the department.

      --               Guides the development of employees.

      --               Communicates effectively with employees regarding job duties, development opportunities, organization information, etc.

      --               Ensures equal opportunities for employees supervised.

      --               Promotes the safety of employees supervised.

      --         Hires and terminates personnel supervised.

QUALIFICATIONS (level of skill or experience):

The position requires a knowledge of telecommunication practices and systems, personnel and administrative management, trends and technological advancement in the communications industry, or business communication systems, public utilities regulations, and public relations skills. The position also requires the ability to analyze problems and develop practical solutions, plan and coordinate the work of others, maintain effective work relations, and utilize interpersonal skills in the development and implementation of intermediate and long-range plans. A bachelor's degree in Business Administration/Management or Telecommunications is preferred along with two years recent experience in the field, or an equivalent combination of education and experience from which comparable knowledge and abilities have been acquired.

 DESC. NO.:              T6-1005
  JOB TITLE:     TELEPHONE OPERATOR, C

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Primary responsibility is to provide caller-related assistance and information when organization is open.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responds promptly and politely to all callers. Answers all incoming calls to organizations main telephone number, 800 in-bound WATS lines and other types of in-bound telephone service as directed. Handles call transfers and requests for Directory Assistance from within the organization. Responds to a limited number of console alarms and reports same to Sr. or Chief Operator. Notifies appropriate telecommunications office staff of changes needed in directory when such changes come to their attention. Keeps abreast of organizational events, changes and sales that may generate calls and inquires from those outside the organization.

May be required to work overtime schedule so the office is covered during evenings, weekends, special occasions and holidays.

SUPERVISION RECEIVED:

Receives immediate supervision from Senior or Chief Operator.

SUPERVISION EXERCISED:

Provides no direct supervision other than occasional directions to users of telephone system.

QUALIFICATIONS:

Minimum requirements include a High School education with an Associates degree desired but not required, or equivalent work and educational experience. Must be able to communicate clearly, have good diction, pleasant speaking voice, and be clearly understood over the telephone. Personable and customer service oriented. Resourceful in problem solving, supportive and helpful. Must be patient with difficult callers and not quick tempered. Must have the manual dexterity to work busy consoles and PCs.

JOB TITLE:       TELEPHONE OPERATOR, B

LAST UPDATE:      August 31, 2001                        
DESC. NO.:­              T6-1006

BASIC FUNCTION:

Primary responsibility is to provide caller-related assistance and information when organization is open, and provide computerized telephone directory updates.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responds promptly and politely to all callers. Answers all incoming calls to organizations main telephone number, 800 in-bound WATS lines and other types of in-bound telephone service as directed. Handles call transfers and requests for Directory Assistance from inside and outside the organization. Responds to more complex console alarms and reports same to Senior or Chief Operator. Notifies appropriate telecommunications office staff of changes needed in directory when such changes come to their attention. Keeps abreast of organizational events, changes and sales that may generate calls and inquires. Operates organizations central Telex and FAX equipment for both incoming and outgoing documents.

Verify changes for, and updates daily, the computerized telephone directory system. Generate directory updates and change requests via department contacts.

May be required to work overtime schedule so the office is covered during evenings, weekends, special events and holidays.

SUPERVISION RECEIVED:

Rece­ives direct supervision from Senior or Chief Operator.

SUPERVISION EXERCISED:

Provides no direct supervision other than occasional directions to users of telephone system. May work with Telephone Operator C staff for training.

QUALIFICATIONS:

Minimum requirements include a High School education with an Associates degree desired but not required, one year experience as a telephone operator in a busy multi-position environment, or equivalent work and educational experience. Must be able to communicate clearly, have good diction, pleasant speaking voice, and be able to be understood over the telephone. Personable and customer service oriented. Resourceful in problem solving, supportive and helpful. Must be patient with difficult callers and not quick tempered. Must have the manual dexterity to work busy consoles and PCs. PC and automated telephone directory experience a plus.

DESC. NO.:­              T6-1007
  JOB TITLE:     TELEPHONE OPERATOR, A

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Primary responsibility is to provide caller-related assistance and information when organization is open, provide computerized telephone directory updates, and oversee Telex and FAX machines.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responds promptly and politely to all callers. Answers incoming calls to organizations main telephone number, 800 in-bound WATS lines, and other types of in-bound telephone service as directed. Responds to internal queries made by staff. Handles call transfers, conference call requests, and requests for Directory Assistance. Responds to all console alarms including complex and system wide alarms, clears or checks those that are minor and reports same to Senior or Chief Operator. Notifies appropriate telecommunications office staff of changes needed in directory when such changes come to their attention. Keeps abreast of organizational events, changes and sales that may generate calls and inquires. Oversees the use and maintenance of the organizations central Telex and FAX equipment for both incoming and outgoing documents.

Verify changes for, and updates daily, the computerized telephone directory system. Generate directory updates and change requests via department contacts. Assists Sr. Telephone Operator in the production of temporary and annual directories. Occupies Sr. Telephone Operator position when that position is unattended.

SUPERVISION RECEIVED:

Receives general supervision from Sr. Telephone Operator or Chief Operator.

SUPERVISION EXERCISED:

May be called upon review or audit work of other Telephone Operators operating consoles, FAX and Telex equipment. Works with new Telephone Operator staff for training. May substitute for Sr. Operator in his/her absence.

QUALIFICATIONS:

Minimum requirements include a High School education with an Associates degree desired but not required, two years experience as a telephone operator in a busy multi-position environment,  or equivalent work and educational experience. Working knowledge of FAX and Telex equipment. Must be able to communi­cate clearly, have good diction, pleasant speaking voice, and be understood over the telephone. Resourceful in problem solving, supportive and helpful. Must be patient with difficult callers and not quick tempered. Must have the manual dexterity to work busy consoles and PCs. Must have PC and automated telephone directory experience. Knowledge of both digital and analog consoles helpful.

DESC. NO.:­              T6-1008
  JOB TITLE:     TELEPHONE OPERATOR, SR.

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Primary responsibility is to provide caller-related assistance and information when organization is open, provide computerized telephone directory updates, produce annual and interim directories, oversee Telex and FAX machines and associated staff.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Relieves Chief Telephone Operator of operational and administrative duties in her/his absence. Responds promptly and politely to callers when on console/switchboard. Answers incoming calls to organizations main telephone number, 800 in-bound WATS lines and other types of in-bound telephone service, and internal queries made by staff. Handles call transfers, conference call requests and requests for Directory Assistance.

Responds to all complex and system wide console alarms reported by Operators or problems reported by staff, clears or checks those that can be cleared from Operator console, and reports same to Chief Operator or Telecommunications Operations when appropriate. Notifies office of changes needed in directory when such changes come to their attention. Keeps abreast of organizational events, changes and sales that may generate calls and inquires. Oversees the use and maintenance of the organizations central Telex and FAX equipment for both incoming and outgoing documents, and provides for bill back of those services to the end user when appropriate.

Responsible for the production of temporary and annual directories, establishes time tables, layouts, reviews all production documentation, and serves as liaison to directory publisher. Reviews all Yellow and White Page advertising.

Ensures that all Operator shifts are covered, including weekends. Reviews time cards and submits weekly payroll forms. Answers questions of other Operators when they are not certain of answers. Provides for overall training of departmental staff.

SUPERVISION RECEIVED:

Receives general supervision from the Chief Telephone Operator.

SUPERVISION EXERCISED:

Reviews work of other Operators in all their functions. Substitutes for Chief Telephone Operator in his/her absence.

QUALIFICATIONS:

Minimum requirements include a High School education with an Associates degree desired but not required, four years experience as a telephone operator in a busy multi-position environment and at least two years of supervisory experience, or equivalent work and educational experience. Good knowledge of console, FAX and Telex equipment. Must be able to communicate clearly, have good diction, pleasant speaking voice, and be understood over the telephone. Personable and customer service oriented. Resourceful in problem solving, supportive and helpful. Must be patient with difficult callers and not quick tempered. Must have the manual dexterity to work busy consoles and PCs. Must have a minimum of two years PC and automated telephone directory experience and knowledge of both digital and analog consoles. Knowledge of word processing or desktop publishing software helpful.

DESC. NO.:­              T6-1009
  JOB TITLE:     TELEPHONE OPERATOR, CHIEF

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Provides overall supervision and management telecommunications telephone operator functions for telecommunications department.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Supervises and manages the telephone operator staff of the department and performs a variety of telephone service connected tasks to relieve the director of minor executive and administrative duties. Trains new employees and provides refresher training for current staff. Conducts operational statistical surveys, maintains personnel records, and evaluates personnel performance for submission to the director. Performs other administrative tasks as required. Controls and directs, managing schedules, coordinates vacation and absence coverage, and is responsible for effective operation of the Center. Assists the director as necessary to coordinate, record and report administrative telephone troubles as submitted by staff. Supplies departments with information on organizational matters and telephone procedures. Supervises use of teletype, FAX and TDD machines by staff. Vigilant for emergencies and fires; is liaison with Security Office. Handles difficult situations and callers.

SUPERVISION RECEIVED:

Receives general direction from department director. Manages area of responsibility under the general guidelines of the organization for presenting the organization as professional, knowledgeable and courteous.

SUPERVISION EXERCISED:

Provides direct supervision of all Operator staff and associated support staff. Hires, fires, disciplines, reviews, and is responsible for the direction of full and part time employees.

QUALIFICATIONS:

Minimum requirements include a High School education with an Associates degree desired but not required, five years experience as a telephone operator in a busy multi-position environment and at least three years of supervisory experience, or equivalent work and educational experience. Good knowledge of digital consoles, FAX, Telex and TDD equipment. Must be able to communicate clearly, have good diction, pleasant speaking voice, and be understood over the telephone. Personable and customer service oriented. Resourceful in problem solving, supportive and helpful. Must be patient with difficult callers and not quick tempered. Must have a minimum of three years PC and automated telephone directory experience and knowledge. Knowledge of word processing or desktop publishing software considered helpful.

DESC. NO.:­              T6-2005
  JOB TITLE:     SWITCHBOARD OPERATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Operates a telephone information center handling a wide variety of information and reference calls, and provides assistance and coordination of telephone services.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Answers calls on the organizations information request lines and furnishes the requested information or provides the requested connection.

Provides operator assistance and services: transfers calls, provides information and assistance, assists in setting up conference calls, special long distance calls, and the like.

Records long distance time and charge calls for billing. Collects and tabulates traffic count sheets.

Establishes and disconnects telephone service as ordered.

As requested, provides toll rates and related cost information to callers.

Updates operator's directory and extension indexes and keeps abreast of organization events, changes and schedules.

Orders and provides telephone directories to organization as requested.

SUPERVISION RECEIVED:

Under direct supervision of Lead Page/Switchboard Operator or other designated authority.

SUPERVISION EXERCISED:

Provides no direct supervision.

QUALIFICATIONS:

High school education or an equivalent combination of education and experience. Good command of the English language and ability to be clearly understood over the telephone.

DESC. NO.:­              T6-2010
  JOB TITLE:     TELEPHONE OPERATOR, ASST. CHIEF

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Responsible for providing supervision of the Telephone Attendant Operations. This encompasses supervision, training, scheduling employees for shift work, and assisting with directory maintenance and other information required for organization dial-in information services.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Technological changes in the telecommunications equipment available to the organization, from time to time, require changes in operator methodology and policies affecting Telephone Attendant Operations. This position must cope with and sometimes recommend changes in policies and procedures to maintain the most appropriate service for the organization.

This position schedules employees within a work schedule format created by the Chief Operator and may decide to rearrange or reduce P/T employee hours when workload is unexpectedly light. The position also may reassign individual employees to fewer or other hours on the work schedule. Training and retraining, when necessary, are scheduled by this position. The manager is to be kept informed of any problems with equipment, policies, or operator personnel problems that may affect the level of service provided or that may affect a P/T's employment.

The incumbent regularly communicates with other functions within the Communication Systems Department to resolve issues affecting Telephone Attendant Operations. This position acts as a liaison between organization users and operators when problems arise or special operator services are required.

PROVIDES EFFECTIVE/EFFICIENT TELEPHONE ATTENDANT OPERATIONS.

      --               Interviews and recommends for hiring

      --               Assists in conducting regular Operator Staff Meetings.

      --               Ensures that current, up-to-date organization dial-in activities information is available to all operator stations.

      --               Ensures that inaccuracies in the Organization Telephone Directory are brought to the attention of the Chief Operator to assist in keeping that directory up-to-date.

      --               Evaluates the responses of operators to callers and adjusts training program to ensure pleasant accurate response to callers regardless of workload.

      --               Schedules conference calls for organization users.

      --               Constantly attentive to possible problems with call traffic or system functioning that could affect the level of service rendered to callers.

      --               Attentive to possible equipment malfunctions and gives initial report of malfunc­tions to Network Facilities to ensure early warning of problems. This includes eleven Attendant Consoles and 10 computer stations.

      --               Reports MAJOR problems to Telephone Services Manager and to Director of Communication Systems.

      --               Monitors environmental conditions and office security.

STRATEGIC AND LONG-RANGE PLANNING                                                                             

      --               Assists manager and Chief Operator in gathering attendant operations statistics for workforce and equipment planning

      --               Assesses hourly needs for operators against schedule provided by Chief Operator. Gives input to Chief Operator and Manager for adjustments as needed.

      --               Evaluates flow and types of calls, and advises manager of changes in trends or arising problems.

      --               Observes and evaluates the needs of callers regarding possible changes in services. Makes recommendations for improvements in services provided by operators.

      --               Assists in development of plans for operator involvement in Disaster Prepared­ness.

ORGANIZATION CITIZENSHIP

      --               Promotes a positive image of the department and the organization.

      --               Supports activities of the department and other organization departments.

      --               Relates well with other organization employees.

      --               Adheres to organization standards and policies.

      --               Promotes awareness and compliance with organization citizenship standards within his/her department.

SUPERVISION RECEIVED:

Operates under general guidelines and the authority of the Chief Operator.

SUPERVISION EXERCISED:

      --               Answers operator's emergency questions as they arise including nights and weekends.

      --         Trains and coaches operators and Sr. Operators.

      --               Conducts orientation for new employees

      --               Directs daily work assignments.

      --               Monitors work hours, tardiness, absenteeism and other P/T employee attendance records.

      --               Coordinates changes in employees' work schedules

      --               Rearranges individual employee's work hours to reduce cost when insufficient workload exists.

      --               Maintains employee attendance records.

            --         Evaluates employee performance and maintains performance and goal records.

      --               Evaluates employee progress toward advancement to the position of Senior Operator.

      --               Maintains a progressive Switchboard Attendant Operations training program for operators and for Senior Operators.

      --               Assist in evaluating the effectiveness of training program and adjusts as necessary under guidance from Chief Operator and Manager.

      --               Trains Senior Operators in organization and Telephone Services policies and procedures necessary to supervise other operators.

      --               Coaches Senior Operators in supervisory duties and techniques.

      --               Assists in establishing policies affecting daily activities of Operators and Senior Operators.

      --               Conducts disciplinary interviews with P/T operators up to but not including suspension and termination.

      --               Recommends disciplinary actions for P/T operators that involve suspension or termination. Consults with Chief Operator before recommending termination.

      --               Assures the Equal Opportunity and other labor relations polices and procedures are followed regarding Operators and Senior Operators.

      --               Consults with Chief Operator in recommending candidates for promotion to Senior Operator position.

      --               Recommends annual wage increases for P/T operators.

QUALIFICATIONS:

This position must have thorough knowledge of the following areas: organization policies, personnel policies, Department policies regarding Telephone Attendant Operations, operation of the vendor's Attendant Console, System default parameters, employee disciplinary policies and procedures, training methods, and training effectiveness evaluation;  knowledge of organization layout and the functions performed by various organization departments and divisions; knowledge of the numerous telecommunications facilities, such as; incoming/outgoing trunks, WATS lines, tie trunks, etc. Experience in public network call processing and practices, including International calling, is very important.

Must be able to supervise a group of 35 or more part time P/T operators, strong skills in organization, employee relations, supervising, training and interviewing are necessary. Experience investigating fraud calls and analyzing console and computer difficulties to determine the nature of problems are required.

DESC. NO.:­              T6-2020
  JOB TITLE:     TELEPHONE OPERATOR, CHIEF

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Under the direction of the Business Manager, this position is responsible for the supervision and operation of the organizations switchboard/consoles, related telephone directories, Telex and FAX systems.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

General duties include: supervises, trains, schedules, monitors and assists in the hiring of all telephone operators; knows all aspects of switchboard/console operations, relevant organizational information, access and directory compilation. Specific duties include: ensures that the switchboard operates on a set schedule, opening and closing on time; maintains separate organizational management directory; oversees changes for total organizational directory; notifies proper people when equipment fails or an emergency occurs; evaluates and maintains attendant measurement reports; maintains closed switchboard announcements (voice recorded messages); models high standards of professionalism to switchboard clients by example; writes and maintains operator manual; maintains operators work and payroll records; advises and schedules operators with regard to special events; works as an operator when not performing other duties.

SUPERVISION RECEIVED:

Receives general directions from Business Manager. Works with other departments for production and maintenance of organizational directory.

SUPERVISION EXERCISED:

All telephone operators and support staff.

QUALIFICATIONS:

High school education required, Associate degree desired, three years prior switchboard experience required. Excellent supervision experience required. Ability to take independent action when necessary. Develops problem solving strategy as necessary. Good verbal communications, meets deadlines and will provide supportive atmosphere of departmental goals and be helpful at all times. Must be able to work under pressure and high volume, fast paced switchboard operation. Work overtime, evenings and weekends as required. Experience with a PC and electronic directory look-up system helpful.

DESC. NO.:­              T6-2030
  JOB TITLE:     TELEPHONE OPERATOR, CHIEF

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Ensures quality Telephone Attendant Operations, at the most reasonable cost through close analysis of the operators' schedule. Ensures the publication of a highly accurate organization Telephone Directory and responsible to facilitate the availability of off-site directories to those who have a need for them. Assist in the preparation and maintenance of a workable Disaster Preparedness Plan for the Communication Systems Department.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Oversees the organization's Telephone Attendant Operations, Telephone Directory publication, and distribution of Telephone Company directories. Assists in creating and maintaining a Disaster Preparation Plan for Communication Systems Department. Position requires coordination with others outside the department and in consultation with Telephone Services Manager commits department resources through workforce scheduling and publication costs.

Technological changes in the telecommunications equipment available to the organization, from time to time, require changes in operator methodology and policies affecting Telephone Attendant Operations. This position must cope with and recommend changes in policies and procedures to maintain the most appropriate service for the organization.

Prepares schedules for P/T operators within budget guidelines established by the Telephone Services Manager. Maintenance of a well trained P/T operator work force, scheduled appropriately for the workload to optimize the use of resources allotted to attendant services.

Training content and evaluation of the effectiveness of that training; oversees the maintenance of consoles and computers used by operators and clerks.

Regularly communicates with other functions within the Communication Systems Department to resolve issues affecting Telephone Attendant Operations. Searching publications for sources of information regarding Disaster Preparation and subsequent contact with individuals involved in similar programs of preparation is appropriate. Contact with individuals receiving the organization Telephone Directory or local telephone company directories is also required.

SPECIFIC DUTIES INCLUDE:

      --               Answers operator's emergency questions as they arise including nights and weekends.

      --               Coordinate with Network Facilities regarding implementation of system changes.

      --               Interviews and recommends for hiring

      --         Trains and coaches Sr. Operators

      --               Conducts regular Operator Staff Meetings with assistance of Supervising Telephone Operator.

      --               Oversees employee attendance record maintenance.

      --               Ensures that current, up-to-date organization dial-in activities information is available to all operator stations. Investigates information sources and methods to improve access and accuracy.

      --               Evaluates the responses of operators to callers and adjusts training program to ensure pleasant, accurate response to callers regardless of workload. Also incumbent is alert to changes in workload, environmental factors, departmental changes, university programs/activities that could affect call traffic or length of operator response time.

      --               Measures and evaluates operator response time and information accuracy and provides periodic reports to Telephone Services Manager resulting from this evaluation.

      --               Attentive to possible problems with call traffic or system functioning that could affect the level of service rendered to callers.

      --               Follows through on equipment malfunctions with Network Facilities to ensure rapid return to full service. This includes ten Attendant Consoles and thirteen computer stations.

      --               Investigates major malfunctions and reports extent and nature of impact on users, causes and expected return to service. This is then provided to Telephone Services Manager in a short written report.

TELEPHONE DIRECTORY                                                                                                              

      --               Oversee all updates, corrections, and changes for the Staff, Departmental, Administration, Instructions To Users, Data Instructions, Building Abbreviations and Campus Map sections of the directory.

      --               Work with departments to obtain changes for the directory for the annual publication.

      --               Arrange for cover work, printing deadlines, paper selection, and quantity.

      --               Arrange for organization wide distribution of the directory.

      --               Provide weekly updates of the directory to organization Switchboard Operator

                  computers and copies on disk to various departments.

      --               Publishing of Addendum and errata sheets as needed.

      --               Recommend policies and procedures for all the above tasks.

STRATEGIC AND LONG-RANGE PLANNING

      --               Assists manager in gathering attendant operations statistics for workforce and equipment planning

      --               Evaluates flow and types of calls, and advises manager of changes in trends or arising problems.

      --               Observes and evaluates the needs of callers regarding possible changes in services. Makes recommendations for improvements in services provided by operators.

      --               Assists Telephone Services Manager in preparation of Communication Systems Emergency Preparedness and Recovery plans for use within both the department and at the organization level. Generates, maintains and distributes plan and call-out lists.

OFFICE MANAGEMENT AND HOUSEKEEPING FUNCTIONS                                                 

      --               Facsimile training and statistical reports.

      --               Recommend policies for Facsimile use.

      --               Maintain digital displays. Verify readout errors and approve changes.

      --               Recommend standards and policies regarding Digital Displays

      --               Order and purchase office supplies.

      --               Create and maintain Communication Systems departmental photo board. Approximately 100 employees.

      --               Assist in tracking fraud calls with local telephone company, AT&T and Communication Systems Accounting Department.

      --               Under direction from Director of Communication Systems, organize and ensure proper office security procedures are established and followed with regards to doors, computers, etc.

      --               Other duties as assigned by Telephone Services Manager, Director of Communi­ca­tion Systems, Assistant Administrative Vice President.

LOCAL AND FOREIGN EXCHANGE TELEPHONE DIRECTORIES

      --               Provide billing information to Communication Systems Accounting Department.

      --               Notify departments regarding pricing changes and deadline procedures.

      --               Edit and maintain all organization listings (white and yellow page listings). Prepare orders for all organization users.

      --               Arrange for distribution.

CITIZENSHIP                                                                                                                                    

      --               Promotes a positive image of the department and the organization.

      --               Supports activities of the department and other organization departments.

      --               Relates well with other organization employees.

      --               Adheres to organization standards and policies.

      --               Promotes awareness and compliance with organization citizenship standards.

SUPERVISION RECEIVED:

This position operates with a great deal of latitude and assumes that the incumbent has very solid judgment skills. Receives general guidelines from the Director for the performance of the department.

SUPERVISION EXERCISED:

      --               Interviews and recommends for hire.

      --               Maintains employee attendance records.

      --               Evaluates employee performance and maintains employee records.

      --               Evaluates employee progress toward advancement to the position of Senior Operator.

      --               Coaches Senior Operators in supervisory duties and techniques.

      --               Recommends policies affecting daily activities of Operators, Senior Operators, and Clerks.

      --               Conducts disciplinary interviews with part time employees up to but not including suspension and termination.

      --               Recommends disciplinary actions for part time employees that involve suspension or termination.

      --               Assures the Equal Opportunity and other labor relations polices and procedures are followed regarding Operators, Senior Operators, and Clerks.

      --               Recommends candidates for promotion to Senior Operator position.

      --               Recommends annual wage increases for student employees.

QUALIFICATIONS:

This position must have thorough knowledge of the following areas: organization policies, personnel policies, Department policies regarding Telephone Attendant Operations, operation of the vendors Attendant Console, System default parameters, employee disciplinary policies and procedures, training methods, and training effectiveness evaluation. Knowledge of organization layout and the functions performed by various departments and divisions are very important. Knowledge of numerous telecommunications facilities, such as; incoming/outgoing trunks, WATS lines, tie trunks, etc., is important to function proficiently in this position. Overall knowledge of the installed telecommunications system is important to understanding the service capability available to users. This is necessary to assist the Telephone Services Manager in determining direction for development of Attendant Services and evaluating the potential problems affecting the quality and level of service to be provided to the organization community.

Strong skills in organization, employee relations, supervising, training and interviewing are necessary.  Experience in Telephone Operator call handling procedures to access the public telephone network, including International calling, is very important. Experience investigating fraud calls and analyzing console and computer difficulties to determine the nature of problems are required.

DESC. NO.:­              T6-2100
  JOB TITLE:     TELEX/FAX POOL OPERATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Provides oversight and functional responsibility of all corporate FAX and Telex equipment and utilization.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responsible for: transmitting and receiving Telex/FAX messages and recording appropriate information on an automated record keeping system; works with internal delivery services to ensure that manually received documents are delivered and addressees are notified of receipt; handles technical telephone/Telex/FAX inquires and problems related to equipment; will help and aid departments in the selection and acquisition of departmental FAX and Telex equipment; performs research into the current and changing state of FAX/Telex technology, alternate FAX/Telex carriers and make appropriate recommendations; helps user departments research and experiment with new and innovative uses of Telex and FAX technologies.

Monitor international transmissions and ensure that they are sent at the least costly time and method, and arrive at the appropriate time in receiving time zone.

Makes sure that correct FAX and Telex numbers are distributed and advertised to both internal and external user population.

Maintains necessary supplies to ensure that paper, inks, out-going cover sheets and other peripheral materials are always in stock.

Check and clear delayed or backlogged transmissions and transmissions that were not sent because of errors at the sending devise. Provide training on networked FAX and Telex equipment and ensure that networked Fax’s (FAX server) are being sent and received correctly.

Provide for programming of FAX and Telex equipment for sending of documents to multiple locations. Ensure that equipment is programmed properly to reflect needs of organization and that header information remains current and correct, i.e., change of years, day-light savings time, etc.

Operations are open and in use 7 days a week and 24 hours a day. May handle main switchboard during staff shortages.

SUPERVISION RECEIVED:

Receives general guidelines from the Business Manager, Office of Telecommunications. Participates in organizational committees reviewing use of new and improved technologies for competitive purposes.

SUPERVISION EXERCISED:

Exercises no direct supervision. Provides training and education of users on Telex/FAX equipment and systems. Works closely with internal mail services to ensure the quick and timely delivery of received documents.

QUALIFICATIONS:

Minimum requirements include a high school degree with an associates degree preferred, one years' experience running and operating office equipment required, Group III FAX and Telex equipment preferred. Good typing skills (approximately 60 wpm), excellent telephone and customer service skills and be well organized. Must be accurate, reliable and have international experience, i.e., dealing with people of other countries.