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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.

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    Work Activities

    Work Activities

    • Provide assistance for customers with special billing requests.
    • Calculate and quote charges for services such as long-distance 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.
    • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
    • Perform clerical duties such as typing, proofreading, and sorting mail.
    • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
    • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
    • Update directory information.
    • Keep records of calls placed and received, and of related toll charges.
    • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
    • Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
    • Provide relay service for hearing-impaired users.
    • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
    • Promote company products, services, and savings plans when appropriate.
    • 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.
    • Observe signal lights on switchboards, and dial or press buttons to make connections.
    • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
    • Perform clerical duties such as typing, proofreading, and sorting mail.
    • Interrupt busy lines if an emergency warrants.

    Skills

    • Science

      Using scientific rules and strategies to solve problems.

    • Persuasion

      Talking people into changing their minds or their behavior.

    • Operations Analysis

      Figuring out what a product or service needs to be able to do.

    • Equipment Maintenance

      Planning and doing the basic maintenance on equipment.

    • Management of Personnel Resources

      Selecting and managing the best workers for a job.

    • Coordination

      Changing what is done based on other people's actions.

    • Technology Design

      Making equipment and technology useful for customers.

    • Troubleshooting

      Figuring out what is causing equipment, machines, wiring, or computer programs to not work.

    • Programming

      Writing computer programs.

    • Complex Problem Solving

      Noticing a problem and figuring out the best way to solve it.

    • Operation and Control

      Using equipment or systems.

    • Equipment Selection

      Deciding what kind of tools and equipment are needed to do a job.

    • Speaking

      Talking to others.

    • Active Listening

      Listening to others, not interrupting, and asking good questions.

    • Learning Strategies

      Using the best training or teaching strategies for learning new things.

    • Systems Analysis

      Figuring out how a system should work and how changes in the future will affect it.

    • Systems Evaluation

      Measuring how well a system is working and how to improve it.

    • Repairing

      Repairing machines or systems using the right tools.

    • Management of Material Resources

      Managing equipment and materials.

    • Installation

      Installing equipment, machines, wiring, or computer programs.

    • Active Learning

      Figuring out how to use new ideas or things.

    • Writing

      Writing things for co-workers or customers.

    • Management of Financial Resources

      Making spending decisions and keeping track of what is spent.

    • Judgment and Decision Making

      Thinking about the pros and cons of different options and picking the best one.

    • Service Orientation

      Looking for ways to help people.

    • Operations Monitoring

      Watching gauges, dials, or display screens to make sure a machine is working.

    • Critical Thinking

      Thinking about the pros and cons of different ways to solve a problem.

    • Negotiation

      Bringing people together to solve differences.

    • Mathematics

      Using math to solve problems.

    • Reading Comprehension

      Reading work-related information.

    • Instructing

      Teaching people how to do something.

    • Monitoring

      Keeping track of how well people and/or groups are doing in order to make improvements.

    • Time Management

      Managing your time and the time of other people.

    • Quality Control Analysis

      Testing how well a product or service works.

    • Social Perceptiveness

      Understanding people's reactions.

    WorkKeys®

    Applied Math
    3
    Workplace Documents
    4
    Graphic Literacy
    4

    Abilities

    • Glare Sensitivity

      Seeing something even if there is a glare or very bright light.

    • Flexibility of Closure

      Seeing hidden patterns.

    • Oral Expression

      Communicating by speaking.

    • Inductive Reasoning

      Making general rules or coming up with answers from lots of detailed information.

    • Speech Clarity

      Speaking clearly.

    • Mathematical Reasoning

      Choosing the right type of math to solve a problem.

    • Wrist-Finger Speed

      Making fast, simple, repeated movements of your fingers, hands, and wrists.

    • Gross Body Equilibrium

      Keeping your balance or staying upright.

    • Category Flexibility

      Grouping things in different ways.

    • Dynamic Strength

      Exercising for a long time without your muscles getting tired.

    • Trunk Strength

      Using your lower back and stomach.

    • Spatial Orientation

      Knowing where things are around you.

    • Manual Dexterity

      Holding or moving items with your hands.

    • Dynamic Flexibility

      Quickly and repeatedly bending, stretching, twisting, or reaching out with your body, arms, and/or legs.

    • Visual Color Discrimination

      Noticing the difference between colors, including shades and brightness.

    • Speech Recognition

      Recognizing spoken words.

    • Written Comprehension

      Reading and understanding what is written.

    • Memorization

      Remembering words, numbers, pictures, or steps.

    • Auditory Attention

      Paying attention to one sound while there are other distracting sounds.

    • Written Expression

      Communicating by writing.

    • Speed of Closure

      Quickly knowing what you are looking at.

    • Oral Comprehension

      Listening and understanding what people say.

    • Arm-Hand Steadiness

      Keeping your arm or hand steady.

    • Speed of Limb Movement

      Quickly moving your arms and legs.

    • Rate Control

      Changing when and how fast you move based on how something else is moving.

    • Finger Dexterity

      Putting together small parts with your fingers.

    • Control Precision

      Quickly changing the controls of a machine, car, truck or boat.

    • Static Strength

      Lifting, pushing, pulling, or carrying.

    • Explosive Strength

      Jumping, sprinting, or throwing something.

    • Near Vision

      Seeing details up close.

    • Problem Sensitivity

      Noticing when problems happen.

    • Fluency of Ideas

      Coming up with lots of ideas.

    • Reaction Time

      Quickly moving your hand, finger, or foot based on a sound, light, picture or other command.

    • Visualization

      Imagining how something will look after it is moved around or changed.

    • Selective Attention

      Paying attention to something without being distracted.

    • Time Sharing

      Doing two or more things at the same time.

    • Multilimb Coordination

      Using your arms and/or legs together while sitting, standing, or lying down.

    • Extent Flexibility

      Bending, stretching, twisting, or reaching with your body, arms, and/or legs.

    • Peripheral Vision

      Seeing something to your side when your are looking ahead.

    • Deductive Reasoning

      Using rules to solve problems.

    • Number Facility

      Adding, subtracting, multiplying, or dividing.

    • Information Ordering

      Ordering or arranging things.

    • Depth Perception

      Deciding which thing is closer or farther away from you, or deciding how far away it is from you.

    • Sound Localization

      Noticing the direction that a sound came from.

    • Hearing Sensitivity

      Telling the difference between sounds.

    • Night Vision

      Seeing at night or under low light.

    • Originality

      Creating new and original ideas.

    • Perceptual Speed

      Quickly comparing groups of letters, numbers, pictures, or other things.

    • Stamina

      Exercising for a long time without getting out of breath.

    • Response Orientation

      Quickly deciding if you should move your hand, foot, or other body part.

    • Gross Body Coordination

      Moving your arms, legs, and mid-section together while your whole body is moving.

    • Far Vision

      Seeing details that are far away.

    Knowledge

    • Sales and Marketing

      Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

    • Personnel and Human Resources

      Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

    • Mechanical

      Knowledge of machines and tools, including their designs, uses, repair, and maintenance.

    • Biology

      Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.

    • Education and Training

      Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

    • Fine Arts

      Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.

    • Administration and Management

      Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

    • Administrative

      Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

    • Law and Government

      Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

    • Telecommunications

      Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

    • Economics and Accounting

      Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.

    • Building and Construction

      Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.

    • Mathematics

      Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

    • Physics

      Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.

    • Psychology

      Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

    • Sociology and Anthropology

      Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.

    • Philosophy and Theology

      Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.

    • Public Safety and Security

      Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

    • English Language

      Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    • Customer and Personal Service

      Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

    • Production and Processing

      Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

    • Food Production

      Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.

    • Computers and Electronics

      Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

    • Engineering and Technology

      Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

    • Design

      Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.

    • Chemistry

      Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.

    • Geography

      Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.

    • Medicine and Dentistry

      Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.

    • Therapy and Counseling

      Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.

    • Foreign Language

      Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

    • History and Archeology

      Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.

    • Communications and Media

      Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

    • Transportation

      Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.

    Career Video

    Additional videos and more information available on CareerOneStop

    Pay

    • Ohio Annual Salary 29610/yr
    • Typical Salary
    • Ohio Hourly Wage 14.24/hr
    • Typical Hourly Wage

    Ohio Employment Trends

    • Currently Employed 270
    • Yearly Projected Openings 30

    Typical Education

    Personality

    Conventional: People interested in this work like activities that include data, detail, and regular routines.They do well at jobs that need:
    • Stress Tolerance
    • Integrity
    • Dependability
    • Adaptability/Flexibility
    • Self Control
    • Attention to Detail

    Tools

    • Alarm systems
    • Desktop calculator
    • Digital telephones
    • Laser fax machine
    • Laser printers
    • Paging controllers
    • Personal computers
    • Phone headsets
    • Photocopiers
    • Premise branch exchange PBX systems
    • Special purpose telephones
    • Two way radios
    • Typewriters

    Technology

    • Electronic mail software
    • Helpdesk or call center software
    • Office suite software
    • Operating system software
    • Spreadsheet software
    • Video conferencing software
    • Word processing software

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    Workforce Supply Tool

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