Operates a switchboard or telephone console to route incoming calls and place outgoing calls.
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.
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.
Skill definition-Evaluating and identifying a telephone call and deciding how or whether to answer it.
Level 1 Behaviors
(General Familiarity)
Describes how to use the information given by the caller to efficiently direct calls.
Level 2 Behaviors
(Light Experience)
Deals with accepting calls, rejecting calls, and forwarding calls to another representative or department.
Level 3 Behaviors
(Moderate Experience)
Implements best practices in handling phone calls, particularly in screening and routing them.
Level 4 Behaviors
(Extensive Experience)
Facilitates staff training on proper phone etiquette and phone call handling.
Level 5 Behaviors
(Mastery)
Develops an advanced call logs database to ensure accurate and comprehensive documentation.
Skill definition-Ability to use computers and related technology efficiently.
Level 1 Behaviors
(General Familiarity)
Explains how to install and uninstall operating systems and office suites.
Level 2 Behaviors
(Light Experience)
Deals with saving, locating, and retrieving files in various computer directories.
Level 3 Behaviors
(Moderate Experience)
Maintains the important complex office-based programs.
Level 4 Behaviors
(Extensive Experience)
Evaluates software products' compliance with industry standards to ensure the absence of any issues.
Level 5 Behaviors
(Mastery)
Designs the appearance, navigation, and content organization of a website.
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.
Level 2 Behaviors
(Light Experience)
Explains how the mission, vision, and objectives of own unit fits within the overall business.
Level 3 Behaviors
(Moderate Experience)
Maintains a thorough comprehension of our organization, its businesses, products and services.
Level 4 Behaviors
(Extensive Experience)
Drives complex initiatives by leveraging knowledge of our organization and our employees' capabilities.
Level 5 Behaviors
(Mastery)
Fosters a desired culture to drive our organization's mission and values throughout our workforce.
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.
Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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.
