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Hospitals & Health Systems
Mayo Clinic, Cleveland Clinic, HCA Healthcare
Telephone Operators
Telephone operators connect callers to the right person or department, look up directory information, and step in when someone needs help reaching a number or an emergency line. The work is defined by speed, accuracy, and a steady voice, but the tradeoff is that the occupation has been shrinking as direct-dial systems and automation replace routine switchboard work.
Also known as Switchboard OperatorPBX OperatorInformation OperatorDirectory Assistance OperatorSwitchboard Attendant
Median Salary
$39,130
Mean $42,880
U.S. Workforce
~4K
0.3K openings per year
10-Year Growth
+-27.5%
4K to 2.9K
Entry Education
High school diploma or equivalent
+ None experience
What This Role Looks Like in Practice
Telephone Operators sits in the Business category. In practical terms, this role combines day-to-day execution, cross-team coordination, and consistent decision-making under real business constraints.
U.S. employment is currently about ~4K workers, with a median annual pay of $39,130 and roughly 0.3K openings each year. Based on BLS projections, total employment is expected to decline from 4 K in 2024 to 2.9K in 2034.
Most hiring paths start with High School Diploma or Equivalent, and employers typically expect none of related experience. Many careers in this track begin around Customer Service Representative and can progress toward Switchboard Supervisor. High-value skills usually include PBX Switchboards & Call Routing Systems, Directory Assistance Databases, and Call Logging & Records Management Software, paired with soft skills such as Active Listening, Speaking Clearly, and Customer Service.
Core Responsibilities
- Look up phone numbers, names, and directory details so callers can reach the right person or business.
- Connect incoming and outgoing calls by working the switchboard and routing lines correctly.
- Help people who cannot place a call themselves, including callers in emergency situations.
- Check alternate spellings, locations, or listing formats when the caller’s information is incomplete.
Keep exploring: more Business careers or browse all job titles.
A Day in the Life
01 Look up phone numbers, names, and directory details so callers can reach the right person or business.
02 Connect incoming and outgoing calls by working the switchboard and routing lines correctly.
03 Help people who cannot place a call themselves, including callers in emergency situations.
04 Check alternate spellings, locations, or listing formats when the caller’s information is incomplete.
05 Keep simple records of calls, connections, and any related charges or notes.
06 Do light office work such as typing, proofreading, and sorting mail.
Industries That Hire
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Hotels & Resorts
Marriott, Hilton, Hyatt
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Government Offices
U.S. Department of Veterans Affairs, City of New York, State of California
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Corporate Headquarters
IBM, JPMorgan Chase, Deloitte
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Telecommunications & Utilities
AT&T, Verizon, Lumen
Pros and Cons
Advantages
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You can get started with a high school diploma and short-term on-the-job training, so the entry barrier is low.
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The work follows clear procedures, which makes it easier to learn than many office jobs that require broader judgment from day one.
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You spend the day helping real callers, including people who need urgent assistance or cannot place a call on their own.
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The role builds transferable phone and customer-service skills that can lead to receptionist or call-center jobs.
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Even though the field is small, there are still about 0.3K annual openings, so openings do exist for workers who fit the niche.
Challenges
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Pay is modest: the median wage is $39,130 a year, and even the mean is only $42,880.
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Employment is projected to fall 27.5%, from about 4,000 jobs to 2,900 by 2034, so the job market is shrinking.
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The work can feel repetitive because much of the day is spent looking up information, routing calls, and keeping records.
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The role can be emotionally draining when callers are frustrated or when you have to stay composed during emergencies.
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The long-term career ceiling is limited because direct-dial systems and automation keep replacing routine operator tasks.
Career Progression
Customer Service Representative
0-2 years
$28K-$34K
Learns basic phone etiquette, transfer procedures, and how to keep callers calm while passing them to the right place.
Telephone Operator
1-4 years
$35K-$44K
Handles live calls, directory lookups, and line connections; this band includes the median pay of $39,130.
Senior Telephone Operator THIS ROLE
4-7 years
$45K-$53K
Takes tougher calls, helps with emergency routing, and may coach newer operators on procedures.
Switchboard Supervisor
7-10 years
$54K-$66K
Oversees coverage, call quality, and training while making sure urgent calls are handled correctly.
Education Paths
High School Diploma or Equivalent
The standard entry path, held by 97.83% of workers in this role.
Short-Term On-the-Job Training
Many employers teach switchboard procedures, directory tools, and call-handling routines after hiring, which matches the role’s low formal education barrier.
Associate’s Degree
A smaller share of workers—1.93%—entered with an associate's degree or another 2-year degree.
Some College Courses
Only 0.24% of workers had some college coursework without finishing a degree.
Key Skills
Technical
PBX Switchboards & Call Routing Systems 82%
Directory Assistance Databases 80%
Call Logging & Records Management Software 76%
Emergency Call Handling Procedures 74%
Microsoft Office, Typing & Proofreading 70%
Geographic & Alphabetical Lookup Systems 68%
Soft Skills
Active ListeningSpeaking ClearlyCustomer ServiceSocial PerceptivenessCritical ThinkingReading Comprehension Job Outlook and Trends
+-27.5%
Projected growth (2024-2034)
0.3K
Annual job openings
Employment is projected to rise from 4K to 2.9 K over the next decade, representing -27.5% growth. Around 0.3 K openings per year include both newly created roles and replacement hiring from turnover.
Remote availability is currently Rare. Demand remains strongest where employers need practical domain knowledge plus modern workflow and data skills.