Call center operator job description. Operator job description, operator job responsibilities, sample operator job description Phone operator duties and requirements

27.06.17

Profession benefits

Such remote specialists in the state are beneficial to business owners, since duties are performed without involving company resources:

• creating a workplace;
• organization of Internet communication;
• provision of premises, furniture;
• utility bills, etc.

Socially unprotected categories of citizens get the opportunity to earn money at home on the phone: mothers with children, people with disabilities, pensioners. Introverts, irregular schedule specialists, self-employed people will prefer to work in a comfortable environment.

Telephone operator: duties

The profession of an operator, as a rule, is associated with the processing of incoming and outgoing phone calls, sales, surveys, information gathering, interviews. In order to effectively perform job duties, it is enough for the applicant to complete training within 1-7 days for organization standards, the basics of sales, the call script, and read the instructions for interacting with company representatives.

Most employers require the telephone operator to perform the following functions:

• receiving incoming / outgoing calls at a set time;
• comprehensive knowledge of the company's products and services;
• actively attracting "cold" or "hot" customers by phone.

When selecting candidates for the position of a remote operator, employers are more likely to pay attention to work experience, practical skills and professional courses than to the general level of education. Preference will be given to positive and stress-resistant people who react with restraint to customer attacks on the phone with an unwanted incoming call. And if the operator also knows how to sell, after a while a line of employers will line up behind him.

Main activities

The manager of incoming or outgoing calls on the phone either processes the flow of calls itself, or redirects them to other staff members. The specialist's duties include maintaining a client database on a home computer, access to which is configured for a successful candidate by the employer's IT specialists.

Some telephone operators have to make dozens of calls to "cold customers" every day, i.e. strangers who do not even show interest in the company's products. You have to hear refusals all day long, sometimes curses addressed to you, before you manage to interest the first client.

Working with a "warm" base - people who have shown interest in the company's services - is much easier. Such customers are already familiar with the company's services, and an experienced telephone operator will be able to sell an additional service or notify when a new one appears.

I. General provisions

1. The operator on the phone belongs to the category of specialists.

2. A person who has a secondary technical, incomplete higher or higher education and work experience in the field of telephone sales (marketing) for at least a year is appointed to the position of the Operator on the phone.

3. Appointment to the position of the Operator on the phone and dismissal from it is carried out by order of the General Director of the Enterprise on the proposal of the Head of the Sales Support Department, with the consent of the Commercial Director.

4. The telephone operator must know:

4.1. The established financial and economic practice in the field of wholesale and retail trade in food products.

4.2. Rules for the conclusion and execution of contracts for the supply of products.

4.3. The procedure for settlements under contracts.

4.4. Features of the technology of working with the Client by phone.

4.5. Database "XXX", as well as other software used by the Company to support the trading process.

5. The operator on the phone reports directly to the Head of the Sales Support Department or the person replacing him, carries out the instructions of the Commercial Director.

6. During the absence of the Operator on the phone (business trip, vacation, illness, etc.), his duties are performed by another Operator on the phone, who acquires the appropriate rights and is responsible for the proper performance of the duties assigned to him.

II. Position tasks

1. Provides telephone reception of standard orders of Clients.

2. Provides Clients with reference information regarding prices, assortment and conditions of the XXX Company.

3. Maintains and develops the existing Client base of the Company.

4. Fully fulfills all the requirements of the Company in terms of technology and methods of telephone sales.

5. Ensures accuracy, efficiency, responsibility and competence in working with Clients.

III. Job Responsibilities

Phone operator:

1. Receives calls from Clients.

2. Determines the type of the Client (“market trader”, “key Client”, “own point”, “retail”, “regional”, etc.) and assignment of the Client to a specific Manager.

3. In accordance with the technology and methodology adopted by the Company, he personally accepts an order from all Clients, except for key and new ones (who called for the first time and do not have a Manager assigned to them).

4. Key Clients are switched to the appropriate Manager. In the absence of a Manager, switches to another Key Account Manager. If at the moment there is no available Key Account Manager - switches to the Head of the Wholesale Sales Department.

5. Before accepting an order, checks on the computer for the presence of overdue or excess receivables for this Client. The order is accepted only if there are none.

6. If the Client has an overdue or excess debt, he switches him to the Manager assigned to him or to the Financial Service.

7. When accepting an order, he necessarily draws the attention of the Client to a new product in the assortment of the Company, to special positions as directed by the Management of the Commercial Service, and also reminds him of the product that is traditional for this Client (type of Clients). He never finishes accepting an order without offering the Client three or four more positions in addition to what he has already ordered.

If necessary, advises the Client on the optimal compilation of the assortment, based on the specifics of the business of this Client and on the strategic focus of the XXX Company on long-term cooperation with this Client.

9. Within the framework of the conditions referred to in paragraph 8, and also taking into account the quality of the existing debt of the Client and his credit history, strives for the maximum size of the Order not only in terms of volume, but also in terms of assortment.

10. On the basis of the rules and regulations in force in the Company "XXX" determines the amount of discounts (price list column).

11. In case of a non-standard situation, consult with the Head of the relevant Sales Department.

12. When accepting an order, he coordinates in detail with the Client the range and amount of the order, agrees on the delivery time, the obligatory presence at the specified time of the Client's responsible persons authorized to receive the goods, make (if necessary) calculations and sign the necessary documents.

13. In case of acceptance of an order from a regional Client, he agrees on the form of payment, the time of the Client's arrival in Moscow or the details for sending the goods to the Client.

14. Registers all calls of Clients and all accepted orders, promptly transfers information to Department Managers to track the execution of Orders.

15. Calls from new Clients are transferred to the Heads of the relevant departments for subsequent assignment to one of the Managers.

16. Makes proactive calls on the card file to “asleep” Market Clients.

17. Makes calls to Clients on the instructions of the Heads of Sales Departments, reports on the results of these calls to the instructing Head of the Sales Department.

18. In the event that the Client (potential Client) requests reference information regarding the range, prices, delivery conditions, certificate support, etc. - provides all the necessary information. If necessary, sends a fax.

19. In the event of a call from the Client (potential Client) for the purpose other than ordering or obtaining reference information, he switches it to the corresponding Manager, and in the absence of the Manager - to the corresponding Head of the Sales Department.

20. In any case, promptly transfers all received information about the comments and / or wishes of the Clients to the interested Departments of the Company.

21. Supports the Company's proprietary technologies and methods of working with Clients.

22. In case of operational need - assists other operators in the work on the phone or at the statement.

23. If there are relevant decisions of the Management, it carries out work on the implementation of special programs of discounts and bonuses, and other sales promotions.

24. Constantly improves his professional level.

25. Ensures timely execution of all required reporting and other working documentation.

26. Provides a trade secret regime.

27. Maintains good working relationships within the workforce.

28. Carries out official assignments of his immediate Supervisor and direct superiors.

IV. The rights

The telephone operator has the right to:

1. Get acquainted with the decisions of the Management of the Enterprise regarding the procurement and marketing of products.

2. Submit proposals to improve the sales of products for consideration by the Head of the Sales Support Department, Commercial Director.

3. Interact with employees of all structural divisions of the Company.

4. Request, through the Head of the Sales Support Department, information and documents from the Heads of Departments and specialists necessary for the performance of their duties.

5. Report to the immediate Supervisor about all the shortcomings in the activities of the Company identified in the course of the performance of their duties and make proposals for their elimination.

v. Responsibility

The telephone operator is responsible for:

1. For improper performance or non-performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation.

2. For causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.

3. For mistakes made in the work that led to failure to meet the target indicators of the Department set by the Management - within the variable part of the salary.

VI. Criteria for evaluating the activities of the Operator on the phone

The criteria for evaluating the activities of the Operator on the phone are:

Achievement of targets by the Division.

Absence of justified claims against the Operator by the structural divisions of the Commercial Service.

Efficiency, accuracy and accuracy when receiving orders, no errors.

Lack of justified claims from the Clients.

Absence of negative assessments by the Management of the Company and the Management of the Commercial Service.

VII. Final provisions

1. This Job Description is made in two copies, one of which is kept by the Company, the other - by the employee.

2. Tasks, Responsibilities, Rights and Responsibilities of the Operator on the phone can be specified in accordance with the change in the Structure, Tasks and Functions of the Commercial Service.

3. Changes and additions to this Job Description are made by order of the General Director of the Enterprise.

Head of Department sales support
		(signature)		(surname, initials)
		"___" ___________200__
Familiarized with the instructions:
		(signature)		(surname, initials)
		"___" ___________200__

Order for LLC "_______"

No. __ dated __.__._____

Job description

Operatorcall-center

I. GENERAL PROVISIONS

1. The call center operator belongs to the category of specialists

2. The operator of the Call Center reports directly to ______________________ or to the person replacing him, performs the instructions of __________________________

3. During the absence of the Call Center Operator (business trip, vacation, illness, etc.), his duties are performed by another Call Center Operator.

4. Appointment to the position of the Call-center Operator and dismissal from it is carried out by order of the General Director of the Company

II. DUTIES

1. The Call Center operator must know and apply in their activities:

1.1. Technologies and methods of negotiating in accordance with the approved list of references

1.2. Time management methods, as well as technologies for increasing one's own efficiency in accordance with the approved list of references

1.3. Quality management system standards approved at the enterprise

1.4. Approved instructions for the implementation of business processes in the company

1.5. Instruction on labor protection and safety measures for office employees

1.6. Internal labor regulations

1.7. Software tools used by the Company to support the workflow

2. Follow the orders of higher management

3. Comply with the trade secret regime

III. Job functions

1. Incoming calls

1.1. Advisory support for clients and potential clients. Finding and offering optimal solutions to the client, in connection with the issue that has arisen

1.2. Providing all the necessary information to the client on the services, tariffs, procedures and promotions of the company

1.3. Processing orders from customers

1.3. Dealing with client complaints and wishes

1.4. Entering the received information into the database

2. Outgoing calls

2.1. Formation of databases in various areas

2.2. Conducting calls to customers in order to provide information (informative calling)

2.3. Conducting customer surveys in order to obtain information (survey/questionnaire)

2.4. telephone sales

2.5. Entering the received information into the database

IV. The rights

1. Get acquainted with the decisions of the Company's Management regarding the activities of the unit.

2. Submit for consideration by the Head of proposals for improving the work related to the duties provided for in this Job Description.

3. Interact with other services of the Company on production and other issues that are part of his functional duties.

4. Request and receive the necessary materials and documents related to the issues of their activities, necessary for the performance of their duties.

5. Report to the immediate Supervisor about all shortcomings in the Company's activities identified in the course of the performance of their duties and make proposals for their elimination

v. Responsibility

1. For improper performance or non-performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation.

2. For causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.

3. For mistakes made in the work that led to failure to meet the targets set by the Management - within the variable part of the salary.

4. Misuse of the granted official powers, as well as their use for personal purposes

5. False information about the status of the work entrusted to him

6. Failure to take measures to curb identified violations of safety regulations, fire safety and other rules that pose a threat to the Company and its employees.

7. For not observing labor discipline

vi. Performance evaluation criteria

The criteria for evaluating the activities of the Call Center Operator are:

1. Number of completed tasks
2. Quality of completed tasks
3. Achievement by the Company of target indicators.
4. Absence of justified claims against the Call Center Operator from other structural divisions of the Company.
5. Lack of justified claims from the Clients.

vii. Final provisions

1. Tasks, Responsibilities, Rights and Responsibilities of the Call Center Operator can be specified in accordance with the change in the Structure, Tasks and Functions of the Company

2. Changes and additions to this Job Description are made by order of the General Director of the Company with familiarization of the Employee against personal signature

universal job description operator does not exist. PC operator, television operator, machine milking operator - there is little in common between these professions. Our sample operator job description is designed for professionals working in the dispatch service. Accordingly, the main job responsibilities of the operator of the dispatch service are the coordination of the work of drivers, the preparation of waybills and invoices, and the accounting of transportation.

Operator job description
(Job description of the operator of the dispatch service)

APPROVE
CEO
Surname I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. The operator belongs to the category of technical performers.
1.2. The operator is appointed to the position and dismissed from it by order of the general director of the company on the proposal of the head of the transport department / head of the structural unit.
1.3. The operator reports directly to the head of the transport department / head of the structural unit.
1.4. During the absence of the operator, his rights and obligations are transferred to another official, which is announced in the order for the organization.
1.5. A person who meets the following requirements is appointed to the position of operator: secondary or primary vocational education, work experience in the specialty for at least 6 months.
1.6. The operator must know:
- regulations, instructions, other guidance materials and regulatory documents relating to the activities of traffic control and loading and unloading operations.
1.7. The operator is guided in his activities by:
- legislative acts of the Russian Federation;
- the Charter of the company, the Internal Labor Regulations, other regulatory acts of the company;
- orders and directives of the management;
- this job description.

2. Job responsibilities of the operator

The operator performs the following duties:
2.1. Fills out, issues and accepts waybills and bills of lading.
2.2. Checks the correctness of registration, the presence of details and stamps in the bill of lading, marks on the delivery of goods in full.
2.3. Controls the observance of the release schedules on the line and the movement of vehicles on the routes.
2.4. Carries out registration of travel documentation and accounting of the work of vehicles.
2.5. Controls the correctness of records of speedometer readings, receipt and residues of fuels and lubricants (fuels and lubricants).
2.6. Identifies in waybills records of violations of traffic rules committed by drivers and reports them to the management.
2.7. Compares the received data on the operation of vehicles with shift-daily tasks, identifies deviations and their causes.
2.8. Carries out operational communication with the clientele, loading and unloading and linear dispatch centers, bus stations, bus stations and cash desks.
2.9. Notifies consignees about the time of arrival of goods at their address.
2.10. Maintains operational records of the progress of the transportation process, the performance of loading and unloading operations.
2.11. Receives and communicates to drivers messages about the conditions and features of transportation on routes, road conditions, traffic patterns in individual sections, as well as weather reports and weather forecasts.
2.12. Maintains a journal of operational orders.
2.13. Performs individual official assignments of his immediate supervisor.

3. Operator rights

The operator has the right:
3.1. Make proposals for improving the work related to the responsibilities provided for in this instruction.
3.2. Notify the immediate supervisor of all shortcomings identified in the course of their activities and make proposals for their elimination.
3.3. Require the management of the enterprise to assist in the performance of his official rights and duties.

4. Responsibility of the operator

The operator is responsible:
4.1. For non-performance and / or untimely, negligent performance of their duties.
4.2. For non-compliance with current instructions, orders and orders for the preservation of trade secrets and confidential information.
4.3. For violation of the internal labor regulations, labor discipline, safety and fire safety rules.

For many young people, working as a telephone operator is a great chance to enter the working life with no experience. On the other hand, this profession has neither age nor gender preferences. An employer does not care about the gender of a specialist, he needs a result - attracted customers or sales of services (goods). Whether you sit on outgoing calls or work on the incoming stream, your main task will be to transfer information to the client.

Vacancy phone operator: advantages and nuances

Working from home as a telephone operator attracts with a stable income, flexible hours, part-time opportunities, as well as the absence of travel expenses, office meals and expensive clothes. When the operator answers the phone, no one sees what he is wearing and what he is doing.

Such work is ideal for people exhausted by traffic jams on the way to work. It is perfect for those who want to save their time, money and effort on public transport trips, who want to spend more time at home, spend time with their families.

Remote work as an operator on the phone develops the following qualities:

• negotiation skills;
• sociability;
• stress resistance;
• striving to achieve the goal;
• the ability to organize your time;
• sales technique;
• objection handling skills.

The specialist learns to achieve the desired from the client with the help of speech turns, timbre and voice intonation, as well as make decisions and control emotions in conflict situations. Such skills can be useful in life when communicating with different people, interviewing, resolving conflicts, when the ability to convince can be a decisive factor. Such experience does not give or employment in copywriting.

What will the employer teach the operator on the phone?

If you get into a good company with a developed corporate history, the employer will teach you:

• ways to adjust to customers;
• manipulation techniques;
• successful sales scripts;
• ways to find a common language;
• exercises for the development of diction;
• ways to change the timbre of speech, etc.

This will not be a book theory, but real practical training with the development of skills for life. Without practice - constant communication with customers on the phone - it is impossible to master these skills. So not only will you get paid for your work, but you will also receive free, very useful training.

What is the competition in the profession in the labor market?

The work of a telephone operator is quite in demand, so the competition will be high. This is especially noticeable at the initial stage, when you do not yet have experience. There are significantly more people who want to earn money from home than there are good, responsible employers who are ready to pay more or less decent money to remote employees.

A candidate without experience will have a hard time - you will need to prove that you are the perfect match for the position.

At the same time, you should not be afraid of a remote type of activity - additions to the law, which entered into force in 2013, regulate the legal relationship of the remote process between the employer company and the remote employee. The legislation also protects the rights of students, professionals without experience, who got a remote job as a telephone operator.

What is the operator's salary?

Having settled down as an operator at home, you will surely earn 10-15 thousand rubles. However, income may directly depend on the region of residence, the level of the employer, the features of the services provided and other factors.

If you manage to complete the daily call rate in a few hours, you can find a second employer and increase your earnings.

Another option is to become a sales manager. Such specialists, as a rule, do not have a salary, and the salary is calculated as a percentage of sales. Experienced managers earn 25-30 thousand rubles a month, but beginners can work for several months almost for free. So, choose for yourself which is better - working as a telephone operator or the position of a telephone sales manager.