Job Description

Job Summary:

The Telephone Operator Supervisor is responsible for overseeing the daily operations of the telephone operator team, ensuring efficient handling of all internal and external calls, messages, and communication-related services. This role ensures excellent customer service, manages staff performance, maintains communication systems, and supports smooth coordination across departments.

Key Responsibilities:

Supervise, train, and schedule telephone operators to ensure 24/7 communication coverage. Monitor operator performance, providing coaching and feedback to maintain high customer service standards. Handle escalated calls and resolve guest or caller concerns with professionalism and urgency. Ensure all calls are answered promptly, professionally, and in accordance with company protocols. Maintain and update internal telephone directories and communication procedures. Coordinate with IT or telecom providers for any system issues or upgrades. Prepare shift reports, performance metrics, and other administrative documentation. Ensure compliance with privacy, security, and company communication policies. Support emergency communication procedures and business continuity protocols. Foster a positive work environment and team culture focused on service excellence.

Requirements:

High school diploma or equivalent; additional communication or hospitality training is a plus. Proven experience as a telephone operator, receptionist, or in a customer service-related role. Prior supervisory experience preferred. Strong verbal and written communication skills. Excellent organizational and problem-solving abilities. Proficiency with multi-line phone systems and communication technology. Ability to remain calm and professional under pressure.

Preferred Skills:

Multilingual abilities (depending on location/clientele). Experience in hospitality, healthcare, or call center environments. Knowledge of emergency communication protocols.

Job Summary:

The Telephone Operator Supervisor is responsible for overseeing the daily operations of the telephone operator team, ensuring efficient handling of all internal and external calls, messages, and communication-related services. This role ensures excellent customer service, manages staff performance, maintains communication systems, and supports smooth coordination across departments.

Key Responsibilities:

Supervise, train, and schedule telephone operators to ensure 24/7 communication coverage. Monitor operator performance, providing coaching and feedback to maintain high customer service standards. Handle escalated calls and resolve guest or caller concerns with professionalism and urgency. Ensure all calls are answered promptly, professionally, and in accordance with company protocols. Maintain and update internal telephone directories and communication procedures. Coordinate with IT or telecom providers for any system issues or upgrades. Prepare shift reports, performance metrics, and other administrative documentation. Ensure compliance with privacy, security, and company communication policies. Support emergency communication procedures and business continuity protocols. Foster a positive work environment and team culture focused on service excellence.

Requirements:

High school diploma or equivalent; additional communication or hospitality training is a plus. Proven experience as a telephone operator, receptionist, or in a customer service-related role. Prior supervisory experience preferred. Strong verbal and written communication skills. Excellent organizational and problem-solving abilities. Proficiency with multi-line phone systems and communication technology. Ability to remain calm and professional under pressure.

Preferred Skills:

Multilingual abilities (depending on location/clientele). Experience in hospitality, healthcare, or call center environments. Knowledge of emergency communication protocols.
Job Types: Full-time, Permanent