SUPERVISING TELEPHONE OPERATOR (Local)

Code: 03942@ Local Competitive

Official job specification

The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.

Definition

Under direction, supervises and performs the work involved in operating a private branch exchange (PBX) or Centrex switchboard; gives information and does related clerical tasks; does other related work as required.

Examples of work

• Assigns and instructs telephone operators and supervises the performance of their work.
• Formulates and supervises the formulation of working procedures for facility telephone operators.
• Plans and tests individual working schedules for operating personnel.
• Monitors communication expenditures.
• Provides personnel planning moves and reorganizations with statistical information about the unit and its equipment.
• Identifies sources of equipment malfunction; reports mechanical difficulties and failures to agency staff or the telephone company.
• Supervises the keeping of records on telephone bills, frequently called numbers, the number of calls made monthly, phone trouble, repairs and other items.
• Directs the handling of special calls.
• Trains and supervises the training of new operators in the procedures, usages and the operation of equipment and at intervals checks the accuracy of the operators in the unit.
• Investigates complaints of operator discourtesy and inefficiency and suggests adjustments.
• Relieves telephone operators at switchboards.
• Places and receives local, regular, toll and long distance calls and relays intra-system calls.
• Provides directory assistance and assistance placing calls including conference calls; advises caller of telephone number if extension is busy.
• Provides general information regarding agency organization, location and staff; directs requests for other information to the correct staff member or organization.
• May connect calls made to places outside of New Jersey using SCAN (State Controlled Automatic Network) and WATS (Wide Area Telephone Service) lines.
• May monitor calls received by the automated system to ensure that the system is functioning.
• Assists callers using the automated system.
• Keeps time records and other records and files.
• Maintains a list of extensions.
• May order new telephone directories as required.
• May operate a multiple position switchboard.
• May make minor repairs to equipment.
• May perform routine clerical work.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office or related units.

Education

Three (3) years of experience in work involving the operation of a telephone console and the performance of clerical duties.

License

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.

Knowledge, skills and abilities

• Knowledge of the mechanical problems involved in operating and supervising the operation of a telephone unit.
• Knowledge of the methods used in handling special calls, in investigating and adjusting complaints and monitoring calls.
• Ability to analyze the mechanical problems involved in operating a telephone console.
• Ability to formulating working procedures.
• Ability to understand and interpret agency internal organization policies and procedures.
• Ability to assign and instruct individuals and groups and supervise the performance of their work.
• Ability to prepare time, personnel, and other reports.
• Ability to maintain the essential records and files.
• Ability to utilize various types of electronic and/or manual recording and information systems used by the agency, office or related units.
• Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.

Note

The examples of work for this title are for illustrative purposes only. A particular title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.