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Date: Fri, 04 Jun 93 10:57:52
From: berlan@MIT.EDU (Mort Berlan)
To: infosys@MIT.EDU
Subject: Personnel
Cc: shansen@nitvmc.mit.edu

Telecommunications Systems is conducting a serious search to find the 
best qualified person for the following administrative staff position. 
We solicit your interest and participation. Please contact Connie Abeln 
(abeln@mit.edu,x3-1724) if you are interested in the position. Please 
feel free to refer persons who you know who may be interested in the 
position to Connie.
Thank you.
************************************************************************
Massachusetts Institute of Technology
POSITION DESCRIPTION
for Administrative, Academic Administrative and Library Staffs

SUGGESTED TITLE	

Supervisor, Operator Services	

BASIC FUNCTION

Administer the central MIT telephone operator and related services. 
Working with the Manager, Customer Services, provide administrative 
support in providing reliable, high quality telephone operator, and 
message services to the MIT community. 

MAJOR DUTIES AND RESPONSIBILITIES

* Provide technical, administrative and operational support required by 
the central MIT telephone operator system, and the related message 
center.

* Supervise and coordinate the duties related to the operations of the 
MIT 5ESS telephone consoles and the  message center  which include :
	Processing of incoming calls to MIT from external callers
	Provision of directory assistance to internal and external callers
	Coordination of annoyance telephone call reports and other security 
related issues
	Provision of pager, facsimile (fax), telex and other related services
	Coordination of repair orders with MIT help desk and vendors such as 
	New England Telephone.
	Coordination and oversight  of vendor billing for Pager and Telex 
services

* Supervise the scheduling of operating staff;  provide proper 
distribution of assignments and adequate staffing to ensure high quality 
service to MIT and external callers.

* Monitor and analyze operator performance, workload performance and 
adherence to policies and procedures; investigate complaints and 
criticisms of operator service and take appropriate corrective action as 
required.

* Working with the Supervisor, Customer Services, ensure the adequacy 
and effectiveness of the 5ESS help desk. 

* Develop and analyze a variety of reports for measuring staffing 
demands, identifying traffic trends and peak periods, and demands for 
message services.

* Supervise and coordinate the training and development of telephone 
operators and message  center staff.

* Evaluate the services and products of message services vendors.  Make 
recommendations for the use of such vendors and services.

* Actively participate in the development and implementation of 
departmental procedures and policies.  

 * Assist in the development of management systems such as on-line 
directories.

* Recommend various personnel actions including but not limited to, 
hiring, performance appraisals, promotions, and vacation schedules. 
Maintain and update appropriate personnel records.

* Provide assistance in the development of appropriate information to 
the MIT community in how to use telephone and message center services. 

* Working with the Supervisor, Customer Services, ensure the adequacy  
of inventory flowing through the message center. 

* Provide assistance in updating informational pages in the MIT 
telephone directories, etc. and serve on the Directory Committee. 

* Coordinate information and equipment related to telecommunications 
services for the disabled, such as the hearing impaired.

* Represent the department to IS newsletter board.

* Participate in publication of departmental newsletter.

* Design, implement and monitor training programs for departmental and 
other MIT personnel.

* Participate in special projects as required. 

* Maintain and update the Telecommunications Duty Book (Green Book).

SUPERVISION RECEIVED

Reports to and receives supervision from the Manager, Customer Services.  

SUPERVISION EXERCISED

Supervision of telephone operators and message center staff.

CONTACTS REQUIRED TO PERFORM DUTIES

Daily contact with the MIT community and external persons dealing with 
the MIT community. Periodic meeting with peers in other Information 
Systems and others as well as vendors, etc. 

EDUCATIONAL REQUIREMENTS

Bachelor's degree, or equivalent combination of education and 
experience. 

EXPERIENCE REQUIREMENTS

Minimum of five  year's related experience in telephone operations, plus 
two to three year's  supervisory experience. 


Prepared by: 	Morton Berlan 	Title: 	Director	               

Department: 	Telecommunications Systems      	Date: 	May 27, 1993