Telephone Operations Specialist (Remote)

Role: Telephone Operations Specialist
Location: Global Remote
Type: Flexible Hourly Contractor

Manage high-volume telephone operations using dispatch software and Microsoft Office suite. Document complete call handling workflows from connection through information verification and data entry.

Key Responsibilities:

Call Routing & Connection Management – Efficiently route local, long-distance, emergency, and specialized calls using switchboard systems while monitoring signal lights and maintaining seamless connections.
Customer Information Processing – Listen attentively to caller requests, verify unclear information through alternate spellings/locations, and provide accurate directory assistance using alphabetical/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 while preparing PowerPoint briefings for operational reviews.

Required Skills

Microsoft Outlook (email/communication), Windows OS proficiency
Microsoft Excel (call tracking, reporting, data analysis)
Microsoft PowerPoint (briefings, training materials)
Computer-aided dispatch software experience
Handheld computer device applications
Exceptional customer service and information verification

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
Multitasking in fast-paced remote environments