City and County of San Francisco

Chief Telephone Operator (#1710)

$33.15-$40.26 Hourly / $5,746.00-$6,979.00 Monthly / $68,952.00-$83,746.00 Yearly


Definition

Under direction, the Chief Telephone Operator supervises and is responsible for the operation of a large digital Public Branch Exchange (PBX) or Centrex switchboard, public address, and paging systems; administers disciplinary action and terminations and conducts annual performance evaluations; and assumes the duties of a telephone operator when necessary. The 1710 Chief Telephone Operator is the supervisory-level classification in the Telephone Operator series.

Distinguishing Features

The 1710 Chief Telephone Operator is distinguished from 1708 Senior Telephone Operator in that the latter performs lead operator duties under general supervision.

Supervision Exercised

Supervises entry and journey level telephone operators.

Examples of Important and Essential Duties

According to Civil Service Commission Rule 9, the duties specified below are representative of the range of duties assigned to 1710 Chief Telephone Operator and are not intended to be an inclusive list.

1. Supervises the operation of a large multiple-position switchboard by training, scheduling, assigning and evaluating the work of telephone operators and/or senior telephone operators.
2. Answers, transfers, and routes incoming calls and emergency calls, and interacts courteously and effectively with the general public, staff, other city departments/organizations, vendors and their representatives.
3. Provides service to the public by furnishing information relating to public events, hospital events and city functions as requested.
4. Tracks and reports problems with various communications systems to appropriate parties.
5. Updates personnel and department telephone directories and page databases.
6. Assists in responding to emergency/disaster situations by functioning as a key communication information resource in order to facilitate delivery of emergency services.
7. Assists in developing new methods and procedures as well as determining the need for evaluating new products and equipment in order to meet increasing demand for telephone/ telecommunication services.
8. Carries out, interprets, and enforces existing policies, methods, and procedures relative to the operation of a large PBX switchboard.
9. Prepares and maintains personnel and payroll records. Monitors office supply and paper inventory.

Knowledge, Skills and Abilities

Knowledge of: forms and functions of computerized, multiple line, voice communication consoles and switchboards including health and safety practices involved in operation of equipment.

Ability to and Skill to: understand and speak English clearly, effectively, and quickly; read written information including those of an emergency nature that require immediate action; supervise employees and coordinate the activities of assigned unit; interact courteously and effectively with the general public, departmental employees, other City departments and/or outside organizations; maintain composure while performing essential job functions; maintain accurate and concise operating and personnel records; write telephone messages legibly; operate computerized multiple-line consoles/switchboards with maximum precision, speed, dexterity, control and ease; operate two-way radio communication equipment and public address system.

Minimum Qualifications

Education:

Experience:

Two (2) years of experience as an operator of a, multiple line voice communication console or a computerized telecommunication system. Six (6) months experience supervising the work of employees in a public contact setting. Experience in classification 1708 Senior Telephone Operator will be considered qualifying

License and Certification:

Substitution:

Notes

SUPPLEMENTAL INFORMATION
Employees may be required to work alone on a shift; may also be required to work day, evening, night, holidays and/or weekend shifts; work in adverse environment that would require responding to angry callers, disasters and emergencies; and managing multiple tasks for immediate action.

PROMOTIVE LINES
From: 1708 Chief Telephone Operator

ORIGINATION DATE: 01/12/1961

AMENDED DATE: 08/13/1999; 07/17/19

REASON FOR AMENDMENT: To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S): COMMN

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

CLASS: 1710; EST: 1/1/1900; REV: 7/17/2019;