TITLE University Operator
CLASSIFICATION NUMBER 5031
IMMEDIATE SUPERVISOR Telecommunications Service Coordinator
MAJOR ADMINISTRATOR Coordinator of Networking 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 has daily contact with students, faculty, staff and the public which requires the use of verbal communication skills on a frequent basis. The University Operator must supervise student workers performing University Operator duties.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required.
Experience: At least two years of experience in operating a high-volume PBX media server switchboard is required. Supervisory experience is preferred.
Skills: Excellent interpersonal skills are required. Strong oral 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. Familiarity with headsets is preferred.
Effort: The position requires auditory acuity within the normal range using standard switchboard operator systems. Manual dexterity sufficient to work consoles and personal computers in a busy environment is required.
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 training them in proper telephone procedures and etiquette, ensuring all operator shifts are covered and operators are provided with headset equipment, assisting in developing their work schedules, supervising their work activities, retaining accurate payroll records, providing an evaluation of their work performances, and establishing and maintaining standard operating procedural documentation for effective switchboard operations, including access to alternate university directory information, utilizing various MS Office applications.
5. Assists with maintaining, updating, and validating database information within the applicable modules in the telemanagment software program, occasionally assists with daily operations related to call record processing, reports, and minor changes in the University’s communications servers and voice messaging system, assures out-of-hours and holiday information is recorded, and assists with proofing departmental literature and published Yellow and White Page directory information.
6. Remains competent and current through attending professional development courses and attending training and/or courses as required by the Telecommunications Service Coordinator.
7. 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 MARCH 2013
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.