Telecommunications Operator Career Guide

Sample job description

The key to our success is our unwavering belief in providing our employees with an environment in which they can excel and provide customers with a superior contact experience. This is why we’re searching for an experienced telecommunications operator to join our team. The telecommunications operator provides real-time monitoring, triage, and resolution of degradation/outages to infrastructure, networks, and applications. As an ideal candidate, you have proven experience working in a call center or related position, taking inbound calls and responding appropriately or re-directing the calls as needed. Your communication skills are excellent, and you have a friendly demeanor.  

Typical duties and responsibilities

• Answer incoming calls promptly and respond to questions in a friendly, professional manner 
• Transfer calls to appropriate parties as needed
• Use office communication systems, including intercom, public address, telephone, two-way radio, or switchboard
• Relay messages verbally or in written form
• Set up conference calls and regular telephone calls between co-workers, clients, and management
• Schedule meeting rooms and appointments between clients and staff 
• Send and receive communications via fax
• Update telephone directories, manage schedules, create and proofread documents, and perform other data entry tasks
• Process packages and other incoming mail and deliver outgoing mail and packages to the post office or other shipping facilities

Education and experience

• High school diploma or equivalent
• 1-2 years experience

Required skills and qualifications

• Ability to speak fluently and clearly
• Solid multitasking skills
• Excellent verbal and written communication skills
• Ability to type at least 30 words per minute
• Ability to work efficiently with minimal supervision
• Ability to convey information accurately and effectively
• Able to listen and comprehend what others are saying
• Awareness of others’ reactions and understanding why they react as they do
• Good reading comprehension
• Solid writing skills
• Excellent customer service skills

Preferred qualifications

• Experience as a telecommunications operator or in a similar role
• Experience in a virtual call center

Available certifications

Telecommunications operators work in many different industries, and many institutions offer certifications for telecommunications operators. Here are three of the top certifications for telecommunications operators:

• Emergency Medical Dispatcher Certification (EMD). The Emergency Medical Dispatcher (EMD) certification provides individuals with timely training and sound medical protocol to prepare them to deliver quality care to the public with emergency medical needs. The 3-day course is certified through the International Academy of EMD. To qualify for certification, you must be CPR-certified through the National Safety Council, American Heart Association, American Red Cross, European Resuscitation Council, or equivalent. 

• Emergency Fire Dispatcher Certification (EFD). The EFD is administered under the direction of the International Academies of Emergency Dispatch’s Boards of Curriculum. The course provides solid training and proven protocols to guide candidates in the highest standards of care. Using instructor-led lectures, discussion, video segments, audiotape review, hands-on practice, and role-playing,  individuals can enhance their skills and confidence in extreme situations. The prerequisites for the course are the ability to read and write at a high school graduate or GED level. 
  
• Certified Call Centre Associate (CCCA). The Global Association for Quality Management (GAQM) offers the CCCA, which demonstrates that you have the skills to provide an excellent customer experience. The CCCA Certification includes six critical elements of customer service that help give you the knowledge and skills to outdo your competition. This certification teaches you how to make the most of your telephone-based work and understand the best ways to listen and be heard. Through practical training, you will enhance your sales and customer service skills. There are no prerequisites for this course.