411 Directory Assistance Operator Career

*A job as a 411 Directory Assistance Operator falls under the broader career category of Telephone Operators. The information on this page will generally apply to all careers in this category but may not specifically apply to this career title.

Job Description for Telephone Operators : Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.


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Telephone Operator Career

What skills are required for Telephone Operators?

Importance Skills
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking - Talking to others to convey information effectively.
Service Orientation - Actively looking for ways to help people.
Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Coordination - Adjusting actions in relation to others' actions.
Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Time Management - Managing one's own time and the time of others.

What knowledge is needed to be a Telephone Operator?

Importance Knowledge
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

Work Styles

Importance Styles
Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Integrity - Job requires being honest and ethical.
Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Persistence - Job requires persistence in the face of obstacles.
Initiative - Job requires a willingness to take on responsibilities and challenges.
Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.