TITLE University Operator
CLASSIFICATION NUMBER 5031
IMMEDIATE SUPERVISOR Telecommunications Service Coordinator
MAJOR ADMINISTRATOR Coordinator of Networking and Telecommunication Services
The University Operator performs responsible work involving the operation of a large, heavy traffic load, telephone switchboard with several trunk lines and a considerable number of stations. The University Operator often serves as the first point of contact for callers providing the first impression of the University. The University Operator has daily contact with students, faculty, staff, and the public, requiring the use of clear verbal communication skills and occasional handling of confidential information. The University Operator supervises student workers and may supervise part-time staff performing University Operator duties. The University Operator routinely trains operators and maintains appropriate training materials. The University Operator assists with maintaining data integrity for multiple databases to include E911, facility cable records, and name, department, and location information.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required.
Experience: At least two years of experience servicing customers over the phone by operating a switchboard or working in a customer service call center, sales call center, reception desk, or position with similar phone duties. Supervisory experience is preferred.
Skills: Excellent interpersonal skills are required. Strong verbal and written communication skills are required. Must be fluent in the English language and speak clearly in order to be understood over the telephone. Effective interpersonal skills are required; a customer service orientation is required. Clerical aptitude, accuracy, and attention to detail are required. Intermediate computer skills and knowledge of Microsoft Office software, including Word and Excel is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. Familiarity with headsets is preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Provides an essential service to the University community and its various constituencies by operating the University’s switchboard consoles by answering, transferring, and directing incoming local and long distance calls and referring questions to the proper office or person in a courteous and professional manner.
2. Facilitates the smooth operation of Computer Services by assisting with trouble reports and reporting console alarms and line problems to the appropriate personnel.
3. Promotes a positive, service-oriented image of the University by providing routine, non-technical information about local and long distance telephone procedures and system features and establishing conference calls upon request.
4. Assists in the development of a competent and efficient staff of part-time and student telephone operators by providing training in proper telephone procedures and etiquette, ensuring all operator shifts are covered, ensuring headsets provided are in good working order, developing and posting work schedules, supervising work activities, monitoring and processing accurate payroll records, establishing and maintaining standard operating procedural documentation for effective switchboard operations, and maintaining and providing access to alternate university directory information.
5. Assists with maintaining, updating, and validating database information within the applicable modules in the telemanagement software program, E911, cable management, enterprise voice communications system, voicemail system, and other database information as required.
6. Occasionally assists with daily operations related to call record processing, reports, and minor changes in the University’s enterprise voice communications servers and voice messaging system.
7. Assures out-of-hours and holiday information is recorded and assists with proofing departmental literature and published directory information.
8. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
9. Remains competent and current through attending professional development courses and attending training and/or courses as required by the Telecommunications Service Coordinator.
10. Contributes to the overall success of Computer Services by performing all other duties and responsibilities as assigned.
The University Operator is supervised by the Telecommunications Services Coordinator and supervises part-time and student employees.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2017
JOB FAMILY 1
Factor 1: Educational/Experience Requirements of the Job
Level 3 - 360 Points: A combination of education and experience equivalent to a Level 3 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Complexity and Technical Mastery
Level 2 - 130 Points: Skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of office or other work procedures, and the ability to work independently are required.
Factor 3: Responsibility for the Work of Others
Level 4 - 110 Points: Some supervision and training of small numbers of student or part-time workers is required where the nature of supervision is largely confined to scheduling work and assigning tasks. Supervision at this level may also involve directing the work assignments of one or more permanent, full-time employees. Supervisory tasks may include providing input into hiring and employee evaluation processes, but the final decisions are made by other supervisors. The incumbent typically does not perform a full range of supervisory responsibilities, and supervisory duties typically involve relatively little time during the work day.
Factor 4: Guidelines
Level 2 - 130 Points: The work generally involves sequential steps and methods explained by the supervisor and/or described by specific guidelines such as standard operating procedures, handbooks, and/or reference manuals exist. Tasks are relatively clear-cut and involve related steps, processes, and methods. The employee may be required to recognize differences in a variety of situations, but those differences are normally clear and require the selection of standard processes to resolve. The number and similarity of guidelines and work situations requires the employee to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt guidelines in specific cases. Situations to which the existing guidelines cannot be applied or proposed deviations from the guidelines are referred to a supervisor.
Factor 5: Contacts
Level 2 - 45 Points: Contacts may be with coworkers or structured exchanges with students or the general public, and are generally for the purpose of obtaining or clarifying facts, providing factual information to others, or exchanging information.
Factor 6: Work Impact
Level 2 - 175 Points: Work activities normally address conventional problems or situations with established methods to supply other employees, students, or the general public with information, services, or products. Work directly affects the quality of services provided to other employees, students, or the public but on a person-by-person basis. The services, information, or products provided have significant effects on the welfare of the individual recipients of the work outcomes.
Factor 7: Physical Effort and Work Environment
Level 1 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.