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Lance Murphy
Central Office Telephone Operators Supervisor
Summary
Highly accomplished Central Office Telephone Operators Supervisor with over 8 years of experience in the telecommunications industry. Proven ability to lead and motivate a team of 15 operators, resolve technical issues, and implement improvements that enhance customer satisfaction. Seeking a challenging role where I can leverage my expertise to drive operational efficiency and improve customer service.
Education
Bachelor’s degree in Telecommunications or a related field
June 2016
Skills
- Central Office Supervision
- Telephone Operations Management
- Network Operations
- T1 Troubleshooting
- SIP Trunking Implementation
- VoIP System Configuration
Work Experience
Central Office Telephone Operators Supervisor
- Collaborated with other departments to ensure seamless communication and support.
- Managed a budget of $250,000 for equipment, supplies, and training.
- Organized and led team meetings to discuss performance, goals, and workload.
- Provided feedback and conducted performance reviews for team members.
Central Office Telephone Operators Supervisor
- Supervised a team of 15 telephone operators, providing guidance and resolving technical issues.
- Implemented a new call routing system that improved customer response times by 20%.
- Established a training program for new operators, ensuring they were proficient in all aspects of the role.
- Developed and implemented a quality assurance program to monitor and improve operator performance.
Accomplishments
- Challenge Implemented a new training program to improve operator efficiency and reduce call handling time. Action Designed and delivered comprehensive training sessions, incorporating simulations and reallife scenarios. Result Reduced call handling time by 12%, leading to increased operator productivity and customer satisfaction
- Challenge Upgraded the central office telephone system to enhance call quality and reliability. Action Collaborated with vendors and technical staff to plan and execute the system upgrade. Result Improved call quality by 20% and reduced system downtime by 50%
- Challenge Implemented a performance management system to track and improve operator performance. Action Developed and implemented KPIs, provided regular feedback, and conducted performance improvement plans. Result Increased operator productivity by 10% and reduced turnover rate by 15%
- Challenge Streamlined call routing processes to reduce call wait times. Action Analyzed call patterns and implemented optimized routing strategies. Result Reduced call wait times by 25%
- Challenge Reduced operating costs by optimizing staffing levels. Action Implemented predictive analytics to forecast call volume and adjust staffing accordingly. Result Optimized staffing levels by 10%, resulting in reduced operating costs
Awards
- Received the Manager of the Year award for outstanding performance in supervising the central office telephone operators team
- Recognized for exceptional customer service initiatives that resulted in a 15% increase in customer satisfaction ratings
- Honored with the Presidents Award for leadership and innovation in implementing automated call distribution technology
Certificates
- CTC (Certified Telecommunications Consultant)
- CTIA (Certified Telecommunications Industry Association)
- CIT (Certified Interconnect Technician)
- VCP (VMware Certified Professional)
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How To Write Resume For Central Office Telephone Operators Supervisor
- Highlight your experience in central office supervision and telephone operations management.
- Showcase your technical skills in network operations, T1 troubleshooting, SIP trunking implementation, and VoIP system configuration.
- Quantify your accomplishments with specific metrics, such as the 20% improvement in customer response times.
- Demonstrate your leadership and management abilities by describing how you supervised and motivated your team.
Essential Experience Highlights for a Strong Central Office Telephone Operators Supervisor Resume
- Supervise and manage a team of 15 telephone operators, providing guidance, support, and performance feedback
- Implemented a new call routing system that improved customer response times by 20%
- Established and managed a training program for new operators, ensuring proficiency in all aspects of the role
- Developed and implemented a quality assurance program to monitor and improve operator performance
- Collaborate with other departments to ensure seamless communication and support, including IT, network operations, and customer service
- Managed a budget of $250,000 for equipment, supplies, and training, ensuring efficient use of resources
Frequently Asked Questions (FAQ’s) For Central Office Telephone Operators Supervisor
What are the key responsibilities of a Central Office Telephone Operators Supervisor?
The key responsibilities of a Central Office Telephone Operators Supervisor include supervising and managing a team of telephone operators, implementing and managing call routing systems, establishing and managing training programs, developing and implementing quality assurance programs, and collaborating with other departments to ensure seamless communication and support.
What skills are required to be a Central Office Telephone Operators Supervisor?
The skills required to be a Central Office Telephone Operators Supervisor include central office supervision, telephone operations management, network operations, T1 troubleshooting, SIP trunking implementation, VoIP system configuration, leadership, and management.
What is the career path for a Central Office Telephone Operators Supervisor?
The career path for a Central Office Telephone Operators Supervisor can include promotions to management positions such as Operations Manager or General Manager. With additional experience and education, they may also move into roles in network engineering or telecommunications consulting.
What is the average salary for a Central Office Telephone Operators Supervisor?
The average salary for a Central Office Telephone Operators Supervisor in the United States is around $60,000 per year.
What are the job prospects for Central Office Telephone Operators Supervisors?
The job prospects for Central Office Telephone Operators Supervisors are expected to be good in the coming years. The increasing use of VoIP and other telecommunications technologies is creating a demand for skilled professionals to manage and maintain these systems.