Telephone Operator (Kingston, Jamaica) - Ministry of Foreign Affairs & Foreign Trade

Telephone Operator (OPS/TO 2)

Job Purpose

To provide efficient and timely telephone services to the staff of the Ministry and the general public.

Key Responsibilities
Professional/Technical:
Reporting to the Office Manager, the incumbent has responsibility for the operation of the PBX Electronic/Digital Switchboard at Headquarters. The incumbent performs the following tasks:

• Places and receives local and long-distance telephone calls through the Switchboard and connects calls to appropriate extensions;
• Makes contact with Jamaica’s Diplomatic Missions and Consulates overseas on a regular basis;
• Deals with routine queries for information from the public;
• Screens incoming calls from persons requesting classified information;
• Consults with supervisor, if necessary, before routing calls to the appropriate officer;
• Screens calls for the Honourable Minister, Minister of State, Permanent Secretary, Under
• Secretaries and other senior officers in the Ministry;
• Provides alternative routing for urgent calls, if an appropriate officer is not available;
• Files telephone authorization slips. Checks telephone bills to ensure that long distance
• calls placed have been authorized and noted in the Telephone Register and to ensure that
• charges for the various calls are registered;
• Certifies telephone bills for payment by verifying actual (local and overseas) calls recorded on the Ministry’s trunk lines;
• Responds as required to any audit query that might arise in relation to telephone calls;
• Assists in the preparation and maintenance of an internal directory of switchboard extensions;
• Reports technical faulty extensions and telephone lines to the relevant authorities;
• Ensures that follow-up action is taken to repair reported technical faults;
• Any other duties assigned.

Required Knowledge, Skills and Competencies

• Organizational awareness - basic knowledge of the Ministry’s programmes and responsibilities.
• Good working knowledge of the operation of a PBX Electronic/digital System.
• Good working knowledge of telephone techniques.
• Strong customer service orientation.
• Good interpersonal skills. Incumbent should be pleasant, courteous and patient.
• Good speech and voice modulation. A clear, pleasing voice and good hearing are important.
• Good listening skills.
• Good eye-hand co-ordination and manual dexterity.
• Ability to work under pressure.
• Good reading, spelling and arithmetic skills.

Minimum Required Qualification and Experience

• School Leaving Certificate. Passes in four (4) CXC subjects including English Language or equivalent.
• Training in the use of the PBX Electronic/digital Switchboard.
• Certificate in Telephone Techniques.
• Previous working experience as a Telephone Operator would be an asset.

Special Conditions Associated with the Job

• The job of a telephone operator requires little physical exertion. During peak calling periods, however, the pace at the Switchboard may be hectic. An operator’s work is generally quite repetitive and the operator must sit for long periods.

Applications accompanied by résumés should be submitted no later than Friday, 5th April, 2024 to:

Senior Director,
Human Resource Management and Development,
Ministry of Foreign Affairs and Foreign Trade,
2 Port Royal Street,
Kingston.

Email: recruitment@mfaft.gov.jm

Please note that only shortlisted applicants will be contacted.