Skills & Competencies for Switchboard Operator

Switchboard Operator job profile

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JOB SUMMARY for Switchboard Operator

Operates a switchboard or telephone console to route incoming calls and place outgoing calls.

JOB RESPONSIBILITIES for Switchboard Operator

Answers incoming calls and basic questions, transfers calls to extensions, and responds to emergency situations as necessary. Monitors the phone system's efficiency and performs routine troubleshooting.

Switchboard Operator SALARY RANGE

BASE 50%
$38,718
TOTAL 50%
$38,832
Job Level
A01
Job Code
OF13000018
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor or Manager

Switchboard Operator Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Switchboard Operator skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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5 general skills or competencies (Job family competencies) for Switchboard Operator

1 Job Family Competencies – Call Screening
Proficiency Level -2
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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2 Job Family Competencies – Computer Literacy
Proficiency Level -2
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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3 Switchboard Operator - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Switchboard Operator
Proficiency Level - 4
5 Competency for - Switchboard Operator
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Switchboard Operator

1 Core Competencies – Knowledge of Organization
Proficiency Level -2
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)
Names key partners and competitors of our business.
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Level 2 Behaviors
(Light Experience)
Records and reports critical issues of the team, department, and our business.
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Level 3 Behaviors
(Moderate Experience)
Uses formal procedures and structures for getting things done within our organization.
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Level 4 Behaviors
(Extensive Experience)
Trains others on various departments and business units' processes, responsibilities, and operations.
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Level 5 Behaviors
(Mastery)
Refines our organizational structure to reflect the latest industry trends.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
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Level 2 Behaviors
(Light Experience)
Utilizes specific approaches and tools for checking and cross-checking outputs.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
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Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
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3 Switchboard Operator - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Switchboard Operator
Proficiency Level - 4
5 Competency for - Switchboard Operator
Proficiency Level - 5

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.

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