PBX Operator job description
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What does a PBX Operator do?
The PBX Operator is essential for ensuring seamless communication within and outside the company by managing technical communication systems. This role supports efficient business operations by effectively directing calls and facilitating internal and external communications.
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What are the Key Responsibilities of PBX Operator
- Operate telephone switchboard to answer, screen, and transfer calls.
- Maintain and update the directory of contacts for call management.
- Assist in troubleshooting technical communication issues.
- Provide general information to callers regarding the company's operations.
- Log all incoming and outgoing calls for record-keeping purposes.
- Coordinate with IT for maintenance and updates of PBX systems.
- Handle emergency calls and escalate as necessary.
- Monitor call queues and ensure timely responses.
- Perform routine tests on communication systems to ensure proper functioning.
What are the Skills and Requirements for a PBX Operator?
- Proficient in operating PBX systems and related software.
- Strong verbal communication skills.
- Ability to multitask and manage multiple calls simultaneously.
- Attentive to detail in documenting and logging call information.
- Excellent customer service orientation.
- Basic technical troubleshooting skills.
What are the KPIs to track for PBX Operator?
The performance of a PBX Operator is measured by efficiency in call handling, accuracy in call routing, and the ability to manage high call volumes effectively while maintaining excellent customer service.
Call Efficiency
Reduction in call wait time and quick call routing.
Accuracy
Accuracy in routing calls to the correct departments.
Customer Service
Positive feedback from callers on their experience.
Reports to
Office Manager
Collaborates with
IT Department, Reception Staff
Leads
N/A
Are any specific tools or software required for the PBX Operator role?
- Avaya Communication System
- Cisco Unified Communications Manager
- Operator Console Software
What is the qualification of PBX Operator?
High school diploma or equivalent; previous experience in a similar role is preferred.
