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What this job is
A switchboard operator manages incoming and outgoing telephone calls and enquiries for an organisation, using automated or manual switchboard systems to route callers to the appropriate departments or personnel. They maintain call logs, manage hold queues, and provide initial reception services in office-based settings. The role requires efficient call handling, accurate message taking, and knowledge of organisational structure and procedures.
What this role asks for
- Active Listeningcore
- Attention to Detailcore
- Data Entry and Accuracycore
- Inbound Call Handlingcore
- Inbound Call Managementcore
- Multitaskingcore
- Outbound Call Managementcore
- Policy and Procedure Adherencecore
- Service Navigation and Referralcore
- Telephone Etiquettecore
- Telephony Scripting and IVR Navigationcore
- Time Management and Prioritisationcore
- Verbal Communicationcore
- Workflow Queue Managementcore
- Adaptability and Flexibility
- Adhere to organisational guidelines
- Appointment Scheduling
- Avaya Phone System Operation
- Confidentiality and Privacy Compliance
- Digital Literacy
- Empathy and Emotional Intelligence
- Escalation Management
- SLA and KPI Adherence