Telephone Operator (Kingston, Jamaica) - The Trade Board Limited

 The Trade Board Limited, a regulatory agency of government under the auspices of the Ministry of Industry, Investment and Commerce (MIIC) hereby invites applications from suitably qualified individuals to fill the following position:

TELEPHONE OPERATOR (OPS/TO 2)

JOB PURPOSE

Compensation: $1,272,269 - $1,711,060 per annum

Under the general direction of the Director of Human Resource Management and

Administration, the incumbent is responsible for managing and operating the

switchboard for The Trade Board Limited in delivering efficient and effective

telephone and customer service to internal and external users.

KEY OUTPUTS

• Processed calls
• Reports of Faulty lines
• Monthly Reports
• Delivered Messages
• Disseminated information
• Updated Staff Directory
• Appropriate use of Intercom

KEY RESPONSIBILITY AREAS

• Prioritize all day to day operations for the switchboard.
• Respond to and take ownership of calls from both internal and external customers in a timely, efficient and courteous manner.
• Checks telephone lines daily and promptly reports faulty lines and any other PBX console problems to the Supervisor.
• In receiving incoming calls, identify the officers required and connect callers to the appropriate extensions.
• Updates and maintains personal copy of staff directory (with extension numbers) and other resources to ensure accurate dispensing of information.
• Answers calls from extensions, dialing numbers required and connecting the party to the officer(s).
• Observe signal lights on switchboards, and dial or press buttons to make connections.
• Advice officers of any difficulties being experienced in obtaining the number requested.
• Audits telephone bills on a monthly basis and submits a report to the Director of Human Resource Management and Administration on the findings of said audit.
• Records and deliver messages to members of staff.
• Assess receptiveness of employees and report any pattern of reluctance by employees in accepting calls transferred to them.
• Operates the intercom to page individuals or make general announcements
• Pro-actively gather, monitor and keep abreast of events, activities and services in order to advise callers
• Provides assistance with training of personnel to function as relief telephone operators
• Contribute new ideas and make suggestions for the continual improvement of services and procedures
• Consistent attendance and punctuality with much care and attention to deportment.

Other Responsibilities

• Performs other duties and responsibilities as assigned from time to time by the Director of Human Resource Management and Administration

PERFORMANCE STANDARDS

• Timeliness in placing and receiving calls
• Timeliness in retrieving calls from persons who are placed on hold
• Telephone etiquette is maintained
• Accuracy of information disseminated
• Accuracy and appropriateness in delivery of messages
• Timeliness of reports on issues
• Timeliness in auditing of telephone bills
• Level of effectiveness in utilization of the intercom
• Quality of customer service delivered to telephone customers

INTERNAL AND EXTERNAL CONTACTS

Internal - Nature of relationship

• All members of staff at TBL
• Make calls for and transfer calls to employees.
• Delivery of messages

External - Nature of relationship

• Customers and other stakeholders
• Transfer their calls to employees.
• Take their messages.
• Advise callers of events, activities and services when necessary

REQUIRED COMPETENCIES

Grade ‘1’ being the lowest and ‘5’ the highest

CORE COMPETENCIES

Competency (Level)

• Good Oral communication skills (3)
• Good problem solving and decision skills (3)
• Excellent Customer Service Skills (5)
• Excellent Time Management skills (5)
• Excellent Interpersonal and team skills (5)

TECHNICAL COMPETENCIES

Competency (Level)

• Good use of Initiative (3)
• Very Good telephone etiquette (4)
• Polite manner and pleasant speaking voice (5)
• Excellent knowledge of electronic switchboard system (5)

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Five (5) CXC, Grade 1-3 or O’ Level including English Language and Mathematics /Accounts
• Training in customer services techniques; plus
• Training in telephone techniques and switchboard operation; and
• Two (2) years experiences in a similar position

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Required to sit for long periods of time at the switchboard

AUTHORITY

• N/A

Basic Salary: $1,272,269 - $1,711,060 per annum

Applications accompanied by resumes should be addressed to:

Director, Human Resource Management & Administration

The Trade Board Limited

10th Floor, Air Jamaica Building

72 Harbour Street,

Kingston,

and submitted via email to hrm@tradeboard.gov.jm or uploaded to our website no later than Wednesday, September 13, 2023.

Please note that only shortlisted applicants will be contacted.