5 general skills or competencies (Job family competencies) for Switchboard Operator
Skill definition-Evaluating and identifying a telephone call and deciding how or whether to answer it.
Level 1 Behaviors
(General Familiarity)
Lists the caller's name, phone number, and geographic location for call documentation.
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Level 2 Behaviors
(Light Experience)
Selects the appropriate business phone systems in screening and handling calls.
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Level 3 Behaviors
(Moderate Experience)
Upgrades the overall business multi-line telephone systems of the organization.
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Level 4 Behaviors
(Extensive Experience)
Sets processes in performing caller identification, call routing, remote call forwarding, and call blocking.
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Level 5 Behaviors
(Mastery)
Reduces call abandonment rate and spam calls by updating call screening tools.
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Skill definition-Ability to use computers and related technology efficiently.
Level 1 Behaviors
(General Familiarity)
Names various communication and collaboration tools.
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Level 2 Behaviors
(Light Experience)
Uses various tools to prepare, maintain, and present data.
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Level 3 Behaviors
(Moderate Experience)
Uses crop tools to cut or trim an image and properties options to modify an image.
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Level 4 Behaviors
(Extensive Experience)
Monitors software configuration to ensure an organization's data is safe, accessible, and easy to navigate.
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Level 5 Behaviors
(Mastery)
Leads the development and maintenance of the organization's computer network.
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9 soft skills or competencies (core competencies) for Switchboard Operator
Skill definition-Displaying in-depth understanding of our business vision, strategy, structure, operations, etc., and the ability to apply them appropriately.
Level 1 Behaviors
(General Familiarity)
Discusses our code of ethics and acceptable business practices.
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Level 2 Behaviors
(Light Experience)
Explains how the mission, vision, and objectives of own unit fits within the overall business.
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Level 3 Behaviors
(Moderate Experience)
Maintains a thorough comprehension of our organization, its businesses, products and services.
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Level 4 Behaviors
(Extensive Experience)
Drives complex initiatives by leveraging knowledge of our organization and our employees' capabilities.
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Level 5 Behaviors
(Mastery)
Leads the evaluation and improvement of our organization's performance.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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Summary of Switchboard Operator skills and competencies
There are 0 hard skills for Switchboard Operator.
5 general skills for Switchboard Operator, Call Screening, Computer Literacy, Data Entry, etc.
9 soft skills for Switchboard Operator, Knowledge of Organization, Attention to Detail, Confidentiality, etc.
While the list totals 14 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Switchboard Operator, he or she needs to be proficient in Knowledge of Organization, be skilled in Attention to Detail, and be proficient in Confidentiality.