Telephone Operations Specialist

About the Role

Keystone Recruitment is seeking a dedicated Telephone Operations Specialist to manage high-volume telephone operations efficiently. This global remote position focuses on ensuring seamless communication workflows from initial connection through information verification and data entry, utilizing specialized dispatch software and the Microsoft Office suite. This is a flexible hourly contractor role, offering the opportunity to contribute to critical operational processes from anywhere.

Key Responsibilities

• Call Routing & Connection Management: Efficiently route local, long-distance, emergency, and specialized calls using switchboard systems, monitoring signal lights to maintain seamless connections.
• Customer Information Processing: Listen attentively to caller requests, verify unclear information through alternate spellings or locations, and provide accurate directory assistance using alphabetical and geographical references.
• Data Entry & Directory Maintenance: Update and maintain directory databases, categorize incoming information from multiple sources, and verify data accuracy across all records and systems.
• Dispatch & Device Coordination: Utilize computer-aided dispatch software and handheld computer device applications to log calls, track statuses, and generate operational reports.
• Performance Documentation & Reporting: Create Excel spreadsheets tracking call volumes, connection times, and accuracy metrics, and prepare PowerPoint briefings for operational reviews.

Required Skills

• Microsoft Outlook (email/communication) and Windows OS proficiency.
• Microsoft Excel (call tracking, reporting, data analysis).
• Microsoft PowerPoint (briefings, training materials).
• Experience with computer-aided dispatch software.
• Proficiency in handheld computer device applications.
• Exceptional customer service and information verification abilities.

Technical Tools Used

• Telephone switchboard/call routing systems.
• Computer-aided dispatch (CAD) software.
• Handheld mobile device dispatch applications.
• Microsoft Office Suite (Outlook, Excel, PowerPoint, Windows).
• Directory management databases.
• Cloud collaboration platforms.

Ideal Background

• Call center representatives with dispatch experience.
• 911/emergency dispatch operators.
• Customer service specialists using CAD software.
• Directory assistance professionals.
• Remote technical support with Microsoft Office proficiency.

Preferred Qualifications

• Experience maintaining large organization directories.
• High-volume customer service or dispatch background.
• Ability to multitask effectively in fast-paced remote environments.

Key skills/competency

• Call Routing
• Dispatch Software
• Customer Service
• Data Entry
• Information Verification
• Microsoft Office Suite
• Telephone Operations
• Directory Management
• Reporting
• Communication