Occupation · SOC 43-2021
Telephone Operators
Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Median wage
$39,130
$31,440–$57,510
Projected growth
—
—
Annual openings
—
per year
Employed (US)
3,950
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
0 mapped
Core skills
Active ListeningSpeakingService OrientationSocial PerceptivenessCritical ThinkingReading Comprehension
Knowledge areas
Customer and Personal ServiceTelecommunicationsAdministrativeEnglish LanguageComputers and Electronics
Technology & tools
Helpdesk or call center softwareOperating system softwareSpreadsheet softwareOffice suite softwareElectronic mail software
Representative tasks
Observe signal lights on switchboards, and dial or press buttons to make connections.Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.Update directory information.Perform clerical duties such as typing, proofreading, and sorting mail.Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.Monitor automated systems for placing collect calls and intervene for a callers needing assistance.Interrupt busy lines if an emergency warrants.Provide assistance for customers with special billing requests.Provide relay service for users who are deaf or hard of hearing.Keep records of calls placed and received, and of related toll charges.Promote company products, services, and savings plans when appropriate.
Competency framework
Skill expectations by proficiency level.
emerging
Switchboard signal lights — observe and respond to under direct supervision on a standard telephone console.Local and long-distance call connections — complete basic routing steps by following posted procedures on a live switchboard.Customer requests — listen actively and refer to alphabetical directories to provide telephone number information.Directory listings — look up and read back entries accurately while a supervisor monitors call quality.Alternate spellings and listing formats — check and suggest simple options to callers who provide incomplete names.Emergency call procedures — follow established protocols to connect callers to emergency services under close guidance.Helpdesk or call center software — navigate basic screens to log call activity during initial on-the-job training.Word processing software — type and proofread straightforward clerical documents under direction in an office setting.Special-assistance calls — identify callers unable to dial and escalate to a senior operator according to standard protocol.Office suite software — perform basic data entry tasks such as sorting and filing information under supervisor review.
developing
Switchboard connections — advance and complete local, long-distance, and pay-telephone calls routinely with minimal oversight.Mobile and person-to-person call routing — process independently using switchboard systems in a moderate-volume call center.Geographical directories — consult and cross-reference to answer location-based customer inquiries without supervisor prompting.Directory information updates — enter and verify changes accurately in the database following departmental update schedules.Incomplete caller information — apply alternate-spelling and location checks consistently to resolve most directory queries.Emergency and special-assistance calls — manage calmly and route correctly in routine situations using practiced protocols.Call center software records — log call details and generate basic activity reports at the end of each shift.Clerical support tasks — type, proofread, and sort mail within required turnaround times in an administrative support role.Customer service interactions — apply active listening and clear speech to handle a steady volume of routine inquiries.Electronic mail software — compose and distribute accurate informational messages to internal staff on behalf of the department.
proficient
Complex switchboard operations — manage simultaneous local, long-distance, mobile, and emergency connections autonomously on a high-volume console.Non-routine directory inquiries — resolve ambiguous or incomplete customer requests by combining geographical, alphabetical, and format-based search strategies.Emergency caller assistance — coordinate effectively with emergency services and provide calm, accurate guidance to distressed callers without supervision.Directory database integrity — audit and update records proactively, identifying and correcting inconsistencies across the telephone information system.Special-assistance services — adapt communication approach for callers with disabilities or limited ability to dial, applying social perceptiveness throughout.Call center software — configure personal workflow settings and troubleshoot common software issues to maintain uninterrupted service delivery.Service quality self-review — evaluate own call logs and accuracy metrics, identifying patterns and self-correcting before formal review.Clerical documentation — produce polished typed correspondence, proofread complex documents, and manage mail distribution with full independence.Stress and high-call-volume management — sustain attention to detail and speech clarity across extended shifts in a busy telecommunications environment.Spreadsheet software — compile and analyze call volume and directory update data to support operational reporting for the department.
advanced
Operator team performance — set quality and efficiency standards, coach peers on switchboard technique, and lead daily huddles in a call center.Switchboard procedures and protocols — design, document, and implement updated routing procedures that reflect changes in telecommunications systems.Emergency response preparedness — develop and drill the team on emergency-call escalation procedures, ensuring compliance with organizational safety requirements.Directory services accuracy program — establish review cycles and accountability measures that sustain high data integrity across the full telephone information database.New operator onboarding — create structured training plans covering switchboard operation, directory tools, and customer service standards for incoming staff.Call center technology adoption — evaluate and champion upgrades to helpdesk software, operating systems, and communication platforms at an organizational level.Service orientation culture — model and reinforce customer-first behaviors across the operator group, addressing performance gaps through targeted feedback sessions.Cross-functional communication — liaise with IT, facilities, and management to resolve systemic telecommunications issues affecting service delivery.Workforce scheduling and resource planning — analyze call volume trends and allocate operator coverage to meet service-level targets across all shifts.Operational reporting — synthesize call activity, error rates, and directory update metrics into executive-level summaries that inform staffing and technology decisions.
Also known as
61 alternate job titles map to this occupation.
All-Domain Command and Control Operations Helper (Air Force 1C311)Emergency Management Journeyman (Air Force 3E951)Central Office Operator (CO Op)Special Reconnaissance Craftsman (Air Force 1Z471)Local Telephone Operator (Local Phone Op)Communications Operator (Communications Op)Interior Communications Electrician (Navy IC)Phone Secretary (Telephone Secretary)Tactical Air Control Party (TACP) Craftsman (Air Force 1Z371)Toll Relief Operator (Toll Relief Op)Long Lines Operator (Long Lines Op)Rate Quoting Operator (Rate Quoting Op)PBX Operator (Post Box Exchange Operator)Information System Technician (Coast Guard IT)Toll Service ObserverSpecial Reconnaissance Apprentice (Air Force 1Z431)Special Reconnaissance Superintendent (Air Force 1Z491)Emergency Management Craftsman (Air Force 3E971)411 Directory Assistance Operator (411 Directory Assistance Op)Emergency Management Superintendent (Air Force 3E991)Change Number Operator (Change Number Op)All-Domain Command and Control Operations Apprentice (Air Force 1C331)TELECOM Op (Telecommunications Operator)Toll Operator (Toll Op)Trouble Operator (Trouble Op)Emergency Management Apprentice (Air Force 3E931)All-Domain Command and Control Operations (Air Force 1C3X1)Long Distance Operator (LD Operator)All-Domain Command and Control Operations Journeyman (Air Force 1C351)All-Domain Command and Control Operations Superintendent (Air Force 1C391)Information Operator (Information Op)Local Operator (Local Op)Operations Specialist (Coast Guard OS)Emergency Operator (Emergency Op)Electro-Mechanical/Information and Communication Technology Maintainer (Marine Corps 2847)Phone Operator (Telephone Operator)Charge Operator (Charge Op)Special Reconnaissance Helper (Air Force 1Z411)Directory Operator (Directory Op)Tactical Air Control Party (TACP) Apprentice (Air Force 1Z331)