Office & Administrative Support
Telephone Operators
Also called: 411 Directory Assistance Operator (411 Directory Assistance Op), Directory Assistance Operator (Directory Assistance Op), Information Specialist, Live Source Operator (Live Source Op)
US median pay
$41,740
per year, 2025
Job growth 2025–35
-27.6%
declining
Openings a year (US)
200
3,500 employed
Typical entry education
High school diploma or equivalent
Preparation 2/5 · Some preparation
What this job is
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.
What they do day to day
- Observe signal lights on switchboards, and dial or press buttons to make connections.
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Update directory information.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
- Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
- Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
- Interrupt busy lines if an emergency warrants.
Skills and knowledge that matter most
Skills
- Service Orientation3.5/5
- Social Perceptiveness3.1/5
- Complex Problem Solving2.6/5
- Time Management2.5/5
- Coordination2.5/5
- Judgment and Decision Making2.2/5
- Systems Analysis2.0/5
- Persuasion2.0/5
Knowledge
- Customer and Personal Service4.2/5
- Telecommunications3.8/5
- Administrative3.6/5
- English Language3.2/5
- Computers and Electronics3.1/5
- Administration and Management2.6/5
Importance rated by people working in the job (1 = not important, 5 = extremely important).
Education and preparation
Preparation level 2 of 5 — Some preparation. Usually a high school diploma; some previous work experience or training helps.
Typical entry education (BLS): High school diploma or equivalent.
Highest education of people in this job:
- High school diploma98%
Who this job suits
Mostly Conventional
Organising data, details and procedures
Social
Helping, teaching and caring for people
Enterprising
Leading, persuading and starting things
Based on the Holland (RIASEC) interest profile for this occupation.