Telephone Operators
SOC Code: 43-2021 Job Zone 2: Some Preparation Needed
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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Prevailing Wage Levels (National)
DOL/OFLC prevailing wage thresholds for Telephone Operators. Hourly rates x 2,080 = annual.
FY2027 Weighted Lottery Impact
| Level | Lottery Entries | Est. Selection Rate |
|---|---|---|
| Level I (Entry) | 1 entry | ~16% |
| Level II (Qualified) | 2 entries | ~31% |
| Level III (Experienced) | 3 entries | ~45% |
| Level IV (Expert) | 4 entries | ~61% |
Prevailing Wages by Metro Area
| Metro Area | Level I | Level II | Level III | Level IV |
|---|---|---|---|---|
| Stockton-Lodi, CA | $50,232 | $57,054 | $63,877 | $70,699 |
| San Francisco-Oakland-Fremont, CA | $50,440 | $57,117 | $63,794 | $70,470 |
| Sacramento-Roseville-Folsom, CA | $51,646 | $57,845 | $64,064 | $70,262 |
| Vallejo, CA | $52,874 | $58,677 | $64,459 | $70,262 |
| Eastern Sierra-Mother Lode Region of California nonmetropolitan area | $41,517 | $50,898 | $60,278 | $69,659 |
| Santa Cruz-Watsonville, CA | $48,194 | $54,538 | $60,882 | $67,226 |
| Buffalo-Cheektowaga, NY | $40,955 | $49,088 | $57,242 | $65,374 |
| San Jose-Sunnyvale-Santa Clara, CA | $42,827 | $50,294 | $57,782 | $65,250 |
| Binghamton, NY | $42,931 | $50,274 | $57,595 | $64,938 |
| Elmira, NY | $42,931 | $50,274 | $57,595 | $64,938 |
Key Skills
| Skill | Importance | Level |
|---|---|---|
| Active Listening | 4.0 | |
| Speaking | 4.0 | |
| Service Orientation | 3.5 | |
| Social Perceptiveness | 3.1 | |
| Reading Comprehension | 3.0 | |
| Critical Thinking | 3.0 | |
| Monitoring | 2.8 | |
| Complex Problem Solving | 2.6 | |
| Coordination | 2.5 | |
| Time Management | 2.5 |
Knowledge Areas
| Knowledge | Importance |
|---|---|
| Customer and Personal Service | 4.2 |
| Telecommunications | 3.8 |
| Administrative | 3.6 |
| English Language | 3.2 |
| Computers and Electronics | 3.1 |
| Administration and Management | 2.6 |
| Public Safety and Security | 2.4 |
| Education and Training | 2.3 |
Education Requirements
| Education Level | % of Workers |
|---|---|
| High school diploma | 97.8% |
| Associate's degree | 1.9% |
Typical Tasks
- 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.
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
- 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.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Update directory information.
Technology Skills
Green = Hot Technology in demand
Microsoft Excel Microsoft Office software Microsoft Outlook Microsoft PowerPoint Microsoft Windows Microsoft Word Computer aided dispatch software Handheld computer device software Operating system software Video conference software Word processing software
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