1. The telephone operator belongs to the category of specialists.
2. A person who has secondary technical, incomplete higher or higher education and work experience in the field of telephone sales (marketing) of at least a year is appointed to the position of Telephone Operator.
3. Appointment to the position of Telephone Operator and dismissal from it is made by order of the General Director of the Enterprise upon the recommendation of the Head of the Sales Support Department, with the consent of the Commercial Director.
4. The telephone operator must know:
4.1. Established financial and economic practices in the field of wholesale and retail trade in food products.
4.2. Rules for concluding and executing contracts for the supply of products.
4.3. Procedure for settlements under contracts.
4.4. Features of the technology of working with the Client by telephone.
4.5. The XXX database, as well as other software used by the Company to support the trading process.
5. The telephone operator reports directly to the Head of the Sales Support Department or the person replacing him, and 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 corresponding rights and is responsible for the proper performance of the duties assigned to him.
II. Objectives of the position
1. Provides telephone reception of standard orders from Clients.
2. Provides Clients with reference information regarding prices, assortment and conditions of the XXX Company.
3. Maintains and develops the Company’s existing customer base.
4. Fully fulfills all the Company’s requirements for 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 Client (“marketer”, “key Client”, “own point”, “retail”, “regional”, etc.) and assigning the Client to a specific Manager.
3. In accordance with the technology and methodology adopted by the Company, he personally accepts orders from all Clients, except key and new ones (those who called for the first time and who do not have a Manager assigned to them).
4. Switches key Clients to the appropriate Manager. In the absence of a Manager, he switches to another Key Account Manager. If there is no Key Account Manager available at the moment, he switches to the Head of the Wholesale Sales Department.
5. Before accepting an order, checks on the computer whether the Client has overdue or excess receivables. The order is accepted only if there are none.
6. If the Client has overdue or excess debt, transfers him to the Manager assigned to him or to the Financial Service.
7. When accepting an order, he necessarily draws the Client’s attention to a new product in the Company’s assortment, to special positions as directed by the Commercial Service Management, and also reminds him of a product that is traditional for of this Client(type of Clients). Never finishes accepting an order without offering the Client three or four more items in addition to what he has already ordered.
If necessary, advises the Client on the optimal composition of the assortment based on the specifics of the Client’s business and the strategic focus of the XXX Company on long-term cooperation with this Client.
9. Within the framework of the conditions mentioned in clause 8, as well as taking into account the quality of the Client’s existing debt and his credit history, strives for the maximum size of the Order, not only in volume, but also in assortment.
10. Based on the rules and regulations in force in the Company, “XXX” determines the amount of discounts (price list column).
11. In case of non-standard situation, consults with the Head of the relevant Sales Department.
12. When accepting an order, he agrees in detail with the Client on the assortment and amount of the order, agrees on the delivery time, mandatory availability specified time responsible persons of the Client authorized to accept the goods, make (if necessary) payments and sign the necessary documents.
13. If an order is received 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 from Clients and all accepted orders, promptly transmits information to Department Managers to track the execution of Orders.
15. Calls from new Clients are forwarded to the Heads of the relevant departments for subsequent assignment to one of the Managers.
16. Makes proactive phone calls to “asleep” Market Clients.
17. Makes calls to Clients according to the instructions of the Heads of Sales Departments, reports 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. Provides fax sending if necessary.
19. In the event of a call from a Client (potential Client) for a purpose other than an order or obtaining reference information, he switches it to the appropriate Manager, and in the absence of a Manager, to the appropriate Head of the Sales Department.
20. In any case, promptly transmits all information received about the Clients’ comments and/or wishes to the interested Departments of the Company.
21. Supports the Company’s proprietary technologies and methods of working with Clients.
22. In case of production necessity, assists other operators in their work on the telephone or at checkout.
23. If there are relevant decisions of the Management, it carries out work to implement special programs discounts and bonuses, other sales promotions.
24. Constantly improves his professional level.
25. Ensures timely execution of all required reporting and other working documentation.
26. Provides a regime for maintaining trade secrets.
27. Maintains good working relationships within the workforce.
28. Carry out official assignments from his immediate supervisor and direct superiors.
IV. Rights
The telephone operator has the right:
1. Get acquainted with the decisions of the Enterprise Management regarding the purchase and sale of products.
2. Submit proposals for improving product sales 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 to perform their job duties.
5. Inform the immediate Manager about all shortcomings in the activities of the Enterprise identified during the performance of their official duties and make proposals for their elimination.
V. Responsibility
The telephone operator is responsible for:
1. For improper performance or failure to fulfill one’s job duties provided for in this job description - within the limits 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 errors made in the work that led to failure to meet the Department's targets established by the Management - within the limits of the variable part of the salary.
VI. Criteria for assessing the activities of the Operator on the telephone
The criteria for assessing the Operator's activities on the telephone are:
Achievement of the department's target indicators.
Absence of justified claims against the Operator from the structural divisions of the Commercial Service.
Efficiency, accuracy and accuracy when accepting orders, absence of errors.
Absence of justified claims from Clients.
Absence of negative assessments from the Management of the Company and the Management of the Commercial Service.
VII. Final provisions
1. This Job Description is drawn up in two copies, one of which is kept by the Company, the other by the employee.
2. Tasks, Responsibilities, Rights and Responsibilities of the Telephone Operator can be clarified in accordance with changes 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.
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For many young people, working as a telephone operator is a great chance to enter working life without any experience. On the other hand, this profession has neither age nor gender preferences. The employer does not care about the gender of the specialist; he needs results - attracted clients or sales of services (products). Whether you sit on outbound calls or work on inbound calls, your main task will be to convey information to the client.
Telephone operator vacancy: advantages and nuances
Working from home as a telephone operator is attractive due to its stable income, flexible schedule, possibility of part-time work, and the absence of expenses for travel, office lunches and expensive clothing. When the operator answers the phone, no one can see what he is wearing or what he is doing.
This type of work is ideal for people who are exhausted by traffic jams on the way to work. It is perfect for those for whom it is important to save time, money and effort on traveling on public transport, who want to be at home more and spend time with their family.
Remote work as a telephone operator develops the following qualities:
- negotiation skills;
- communication skills;
- stress resistance;
- desire to achieve a goal;
- ability to organize your time;
- sales techniques;
- skills in handling objections, etc.
The specialist learns to achieve what the client wants using speech patterns, 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, undergoing interviews, resolving conflicts, when the ability to persuade can become a decisive factor. Copywriting does not provide such experience.
What does an employer teach a telephone operator?
If you find yourself in a good company with a developed corporate history, the employer will teach you:
- ways to customize for clients;
- manipulation techniques;
- successful sales scripts;
- ways to find common ground;
- exercises to develop diction;
- ways to change the timbre of speech, etc.
This will not be book theory, but real practical training with the development of skills for life. Without practice - constant communication with clients 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.
How competitive is the profession in the labor market?
Working as a telephone operator is quite in demand, so competition will be high. This is especially noticeable at the initial stage, when you still have no experience. There are significantly more people who want to earn money from home than there are good, responsible employers who are willing to pay more or less decent money to remote employees.
A candidate without experience will have a hard time - he will have to prove that you are the perfect fit for the position.
At the same time, you should not be afraid of remote activities - additions to the law, which came into force in 2013, regulate the legal relations of the remote process between the employing company and the remote employee. The legislation also protects the rights of students and specialists without experience who take up remote work as a telephone operator.
What is the operator's salary?
By getting a job as an operator at home, you can confidently earn 10-15 thousand rubles. However, income may directly depend on the region of residence, the level of the employer, the characteristics of the services provided and other factors.
If you manage to complete your daily call quota in a few hours, you can find a second employer and increase your earnings.
Another option is to get a job as 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 being a telephone sales manager.
By 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 Call Center operator reports directly to ______________________ or to the person replacing him, carries out instructions from __________________________
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 Call Center Operator and dismissal from it is made by order of the General Director of the Company
II. RESPONSIBILITIES
1. The Call Center operator must know and apply in his activities:
1.1. Technologies and techniques of negotiations in accordance with the approved list of literature
1.2. Methods of time management, as well as technologies for increasing one’s own efficiency in accordance with the approved list of literature
1.3. Quality management system standards approved at the enterprise
1.4. Approved instructions for performing business processes in the company
1.5. Instructions for occupational health and safety of office employees
1.6. Internal labor regulations
1.7. Software, used by the Company to ensure the work process
2. Follow orders from superiors
3. Comply with the regime of maintaining trade secrets
III. Job functions
- Incoming calls
1.1. Advisory support for clients and potential clients. Searching and offering optimal solutions to the client in connection with the issue that has arisen
1.2. Providing all necessary information to the client on services, tariffs, procedures and company promotions
1.3. Placing orders from clients
1.3. Dealing with customer complaints and requests
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 clients to provide information (informative calls)
2.3. Conducting customer calls to obtain information (survey/questionnaire)
2.4. Telephone sales
2.5. Entering the received information into the database
IV. Rights
1. Get acquainted with the decisions of the Company’s Management regarding the activities of the division.
2. Submit proposals for improvement of work related to the responsibilities provided for in this Job Description for consideration by the Manager.
3. Interact with other services of the Company on production and other issues included in his functional responsibilities.
4. Request and receive the necessary materials and documents related to issues of their activities, necessary to perform their official duties.
5. Inform the immediate Manager about all shortcomings in the Company’s activities identified during the performance of their official duties and make proposals for their elimination
V. Responsibility
1. For improper performance or failure to fulfill one’s job duties provided for in this job description - within the limits 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 errors made in the work that led to failure to meet the targets set by the Management - within the limits of the variable part of the salary.
4. Illegal use of granted official powers, as well as their use for personal purposes
5. Inaccurate information about the status of the work assigned to him
6. Failure to take measures to suppress identified violations of safety regulations, fire safety and other rules that pose a threat to the activities of the Company and its employees.
7. For failure to comply with labor discipline
vi. Performance evaluation criteria
The criteria for evaluating the activities of the Call Center Operator are:
- Number of completed tasks
- Quality of completed tasks
- Achievement of the Company's target indicators.
- Absence of justified claims against the Call Center Operator from other structural divisions of the Company.
- Absence of justified claims from Clients.
vii. Final provisions
1. Tasks, Responsibilities, Rights and Responsibilities of the Call Center Operator can be clarified in accordance with changes in the Structure, Objectives 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, milking machine operator – these professions have little in common. Our sample operator job description is intended for specialists working in the dispatch service. Accordingly, the main job responsibilities of the dispatch service operator are coordinating the work of drivers, issuing waybills and invoices, and accounting for transportation.
Operator job description
(Job description for dispatch service operator)
I APPROVED
CEO
Last name 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 recommendation 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, as announced in the order of 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 of at least 6 months.
1.6. The operator must know:
- regulations, instructions, other guidance materials and regulatory documents relating to the activities of the traffic control room and loading and unloading operations.
1.7. The operator is guided in his activities by:
- legislative acts of the Russian Federation;
- The company’s charter, internal labor regulations, and other regulations of the company;
- orders and instructions from management;
- this job description.
2. Operator responsibilities
The operator performs the following job responsibilities:
2.1. Fills out, issues and accepts waybills and waybills.
2.2. Checks the correctness of registration, the presence of details and stamps in the waybills, and marks on the delivery of the cargo in full.
2.3. Monitors compliance with release schedules and the movement of vehicles on routes.
2.4. Registers travel documentation and records the operation of vehicles.
2.5. Monitors the correctness of records of speedometer readings, receipt and residues of fuels and lubricants (fuels and lubricants).
2.6. Identifies entries in waybills about violations of traffic rules by drivers and reports them to management.
2.7. Compares the received data on the operation of vehicles with shift-daily assignments, identifies deviations and the reasons for their occurrence.
2.8. Carries out operational communication with the clientele, loading and unloading and line control centers, bus stations, bus stations and ticket offices.
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 and loading and unloading operations.
2.11. Receives and communicates to drivers messages about the conditions and characteristics of transportation on routes, road conditions, traffic patterns in individual areas, as well as weather service reports and weather forecasts.
2.12. Maintains a log of operational orders.
2.13. Performs individual official assignments from his immediate superior.
3. Operator rights
The operator has the right:
3.1. Make proposals for improving work related to the responsibilities provided for in these instructions.
3.2. Inform your immediate supervisor about all shortcomings identified in the course of your activities and make proposals for their elimination.
3.3. Require the management of the enterprise to provide assistance in the performance of its official rights and duties.
4. Operator's responsibility
The operator is responsible:
4.1. For failure to perform and/or untimely, negligent performance of one’s official duties.
4.2. For failure to comply with current instructions, orders and regulations on maintaining trade secrets and confidential information.
4.3. For violation of internal labor regulations, labor discipline, safety and fire safety rules.
Advantages of the profession
Such remote specialists on staff are beneficial to business owners, since responsibilities are performed without involving company resources:
- creating a workplace;
- organizing Internet communications;
- provision of premises and furniture;
- payment utilities etc.
Socially vulnerable categories of citizens have the opportunity to earn money at home on their phone: mothers with children, people with disabilities, pensioners. Introverts, specialists with irregular schedules, and the self-employed will prefer to work in a comfortable environment.
Telephone operator: responsibilities
The operator's profession, as a rule, is associated with processing incoming and outgoing telephone calls, sales, surveys, information collection, and interviews. In order to effectively perform job duties, the applicant only needs to undergo 1-7 days of training in organizational standards, sales basics, 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 the set time;
- comprehensive knowledge of the company's products and services;
- actively attracting “cold” or “hot” clients over the phone.
When selecting candidates for the position of remote operator, employers often 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 when receiving 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 himself or forwards them to other full-time employees. The specialist's responsibilities include maintaining a client database on home computer, access to which is set up for the successful candidate by the employer’s IT specialists.
Some telephone operators Every day you have to make dozens of calls to “cold clients”, i.e. to 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 your first client.
Working with a “warm” base – people who have shown interest in the company’s services – is much easier. Such clients are already familiar with the company’s services, and an experienced telephone operator will be able to sell additional service or notify when a new one appears.