1849K1
Pay Grade: 19
DEFINITION OF WORK
Summary
This is supervisory and administrative work in the operation of a telecommunication center.
Work involves planning and implementing the procedures followed in the operation of the switchboard; scheduling and directing the daily activities of subordinate switchboard operators; and maintaining standards of speed and accuracy.
Standard Classification Factors
Supervision Received - LEVEL C: "Under direction..." Employees at this level usually receive a general outline of the work to be performed and are generally free to develop their own sequences and methods within the scope of established policies. New, unusual, or complex work situations are almost always referred to a superior for advice. Work is periodically checked for progress and conformance to established policies and requirements.
Difficulty - LEVEL B: Average - Where the employee is confronted with a variety of duties susceptible to different methods of solution which, in turn, places a correspondingly higher demand upon resourcefulness and concentration. Positions which require the analysis and evaluation of raw data and the rendering of conclusions would, in many instances, fall into this category.
Complexity - LEVEL C: Work is of a standardized nature that may involve a variety of duties. Analytical thought becomes more important at this level due to increased data and changing situations. Tasks usually have several steps, some of which may not be directly related. Alternatives may exist for processes or methods to be used in solving problems. Workers at this level exercise a moderate amount of independent judgment. Work is controlled by routine review and reporting to or consultation with supervisors. When guidelines exist at this level, they tend to be more complicated or technical in nature requiring careful interpretation.
Consequences of Actions and Decisions - LEVEL C: Consequences of actions or decisions at this level are limited in scope and effect as the work is reviewed occasionally. Errors may cause moderate inefficiency. Costs due to errors may be significant.
Contacts - LEVEL C: The purpose of the contact is to influence, motivate, conduct interviews, make formal presentations or counsel to achieve common understanding or solutions to problems when the information is sensitive in nature or the individuals or groups are skeptical or uncooperative. Communication techniques and well developed communication skills become an important requirement at this level.
Physical Demands - LEVEL A: The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will.
Environmental Conditions - LEVEL A: The work environment involves normal everyday hazards or discomforts typical of offices, meeting and training rooms, or libraries. Comfortable levels of temperature, ventilation, lighting and sound are inherent in the work environment. Exposure to deviations from pleasant environmental conditions is only occasional. The likelihood of injury is remote.
Supervision/Leadership - LEVEL D: Involves administrative supervision responsibility. As a "first line supervisor", the primary responsibility involves scheduling, supervising and evaluating employees who perform the same or similar work. Responsible for recommending hiring and disciplinary actions to a higher level of authority. As a "project manager" may direct the activities of project leaders to develop plans and criteria and to evaluate progress and results for one or more projects.
Distinguishing Features
Differs from the Switchboard Operator III class in which work is limited to supervision of employees in the operation the switchboard and responsibility is limited to only operations on a single shift.
EXAMPLES OF WORK PERFORMED
Plans, organizes, and schedules the activities of a telecommunications center based on analysis of telephone use patterns.
Develops training and procedural manuals and training programs; develops and trains staff to perform routine and complex tasks involving the operation of a switchboard.
Confers with administrative personnel concerning traffic patterns and problems affecting the desired level of service.
Investigates user complaints that are not of a routine nature and takes corrective action.
Reports equipment malfunctions and ensures corrective action is completed to restore full service.
Evaluates the work performance of subordinate switchboard operators.
Implements techniques to improve the delivery of services.
REQUIRED KNOWLEDGE, ABILITIES AND SKILLS
Knowledge
*Knowledge of the procedures and practices applied to the operation of a telecommunications center.
*Knowledge of correct English usage.
Knowledge of the principles and practices of supervision.
Abilities
*Ability to operate a telephone switchboard console.
*Ability to speak clearly in a well-modulated and pleasant voice.
*Ability to plan, direct, and evaluate the work of subordinate switchboard operators.
*Ability to work efficiently and accurately under pressure.
*Necessary at Entry
MINIMUM REQUIREMENTS:
Independent work experience in switchboard operation and leadership ability at the lead work level.
NC: 12/93
REV: 12/95
REV: 10/98
REV: 02/00