What does a communication center operator do?
Communication center operator responsibilities
Here are examples of responsibilities from real communication center operator resumes:
- Interpret and respond to system messages through use of JES2, MVS, SDSF and automate commands.
- Utilize Microsoft PowerPoint to create visual representations of banker diagrams; and graphic objects.
- Maintain the mainframe job scheduling system monitoring CA7 production support, filling customer request for change orders.
- Answer Lenel alarms, monitor CCTVs, conduct camera audits, conduct incidents reports and submit work orders.
- Perform UNIX backups and report any necessary abnormalities.
- Train new console operators on new Honeywell security system.
- Provide user support, troubleshooting VTAM connections and various administrative problems.
- Provide day-to-day monitoring/support of mission critical application using UNIX commands and communication of any issues that may occur.
- Supervise telecommunication operations and reinforce the confidentiality in telecommunications.
- Supervise telecommunication operations and reinforce the confidentiality in telecommunications.
Communication center operator skills and personality traits
We calculated that 26% of Communication Center Operators are proficient in Customer Service, Emergency Situations, and CCTV. They’re also known for soft skills such as Ability to multitask, Communication skills, and Empathy.
We break down the percentage of Communication Center Operators that have these skills listed on their resume here:
- Customer Service, 26%
Maintained daily logs and provided customer service when answering phones concerning emergency, security and general assistance needs.
- Emergency Situations, 8%
Monitored emergency situations on a national level to determine effect on branch operations and make recommendations for action.
- CCTV, 6%
Patrolled the exterior and interior perimeter via CCTV monitoring for hazardous material and suspicious activity.
- Incident Reports, 6%
Submitted security incident reports of all inaccurate readings and issues.
- Security Systems, 4%
Monitor physical security systems and respond/coordinate response to safety and security issues on site.
- Background Checks, 4%
Trained to process I-9's and fingerprinting services to conduct background checks for potential employees.
Most communication center operators use their skills in "customer service," "emergency situations," and "cctv" to do their jobs. You can find more detail on essential communication center operator responsibilities here:
Ability to multitask. To carry out their duties, the most important skill for a communication center operator to have is ability to multitask. Their role and responsibilities require that "public safety telecommunicators must stay calm in order to simultaneously answer calls, collect vital information, coordinate responders, monitor multiple displays, and use a variety of equipment." Communication center operators often use ability to multitask in their day-to-day job, as shown by this real resume: "obtain fingerprint records of prospective employees and vendors for submission to the fbi for background checks. "
Communication skills. Another soft skill that's essential for fulfilling communication center operator duties is communication skills. The role rewards competence in this skill because "public safety telecommunicators work with law enforcement, emergency response teams, and civilians." According to a communication center operator resume, here's how communication center operators can utilize communication skills in their job responsibilities: "received several meritorious promotions graduated usmc communication and electronic school obtained united states, department of defense, top secret security clearance"
Empathy. Another skill that relates to the job responsibilities of communication center operators is empathy. This skill is critical to many everyday communication center operator duties, as "public safety telecommunicators must be willing to help a range of callers with varying needs." This example from a resume shows how this skill is used: "provided customer services to individuals needing assistance understanding the hud (health and urban development) lead based paint regulations. "
Listening skills. communication center operator responsibilities often require "listening skills." The duties that rely on this skill are shown by the fact that "public safety telecommunicators must listen carefully to collect relevant details, even though some callers might have trouble speaking because of anxiety or stress." This resume example shows what communication center operators do with listening skills on a typical day: "communicated with the customers on invalid massage formats, plain language addressees (plas) and other questionable message traffic issues. "
Typing skills. Another crucial skill for a communication center operator to carry out their responsibilities is "typing skills." A big part of what communication center operators relies on this skill, since "public safety telecommunicators enter the details of calls into computers; typing speed and accuracy are essential when responding to emergencies." How this skill relates to communication center operator duties can be seen in an example from a communication center operator resume snippet: "perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading"
The three companies that hire the most communication center operators are:
- Duke University Health System8 communication center operators jobs
- Raytheon Technologies4 communication center operators jobs
- American Water1 communication center operators jobs
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Compare different communication center operators
Communication center operator vs. Switchboard operator, receptionist
These skill sets are where the common ground ends though. The responsibilities of a communication center operator are more likely to require skills like "emergency situations," "cctv," "incident reports," and "security systems." On the other hand, a job as a switchboard operator, receptionist requires skills like "greeting visitors," "scheduling appointments," "multi-line phone system," and "multi-line switchboard." As you can see, what employees do in each career varies considerably.
Switchboard operators, receptionist tend to make the most money working in the finance industry, where they earn an average salary of $28,656. In contrast, communication center operators make the biggest average salary, $44,755, in the technology industry.The education levels that switchboard operators, receptionist earn slightly differ from communication center operators. In particular, switchboard operators, receptionist are 1.9% less likely to graduate with a Master's Degree than a communication center operator. Additionally, they're 0.1% less likely to earn a Doctoral Degree.Communication center operator vs. Switchboard operator supervisor
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that communication center operator responsibilities requires skills like "emergency situations," "cctv," "incident reports," and "security systems." But a switchboard operator supervisor might use other skills in their typical duties, such as, "switchboard operators," "pbx," "payroll entry," and "phone directory."
Switchboard operators supervisor earn similar levels of education than communication center operators in general. They're 1.9% less likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.Communication center operator vs. Switchboard operator assistant
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a communication center operator is likely to be skilled in "emergency situations," "cctv," "incident reports," and "security systems," while a typical switchboard operator assistant is skilled in "multi-line switchboard," "afe," "purchase orders," and "schedule appointments."
When it comes to education, switchboard operators assistant tend to earn similar degree levels compared to communication center operators. In fact, they're 2.1% more likely to earn a Master's Degree, and 0.2% more likely to graduate with a Doctoral Degree.Communication center operator vs. Feeder switchboard operator
Types of communication center operator
Updated January 8, 2025
