The telecom operator receives, processes, sends and issues correspondence, receives and issues money transfers, receives and processes orders for long-distance telephone calls; maintains records and storage of money and other valuables; controls the receipt of transfers; issues correspondence to postmen and controls its delivery.

Field of professional activity of a telecom operator: provision of postal services.

Main functions of a telecom operator by type of activity:

1. Reception, sorting, delivery and control of postal items, processing of postal transactions.

• Follow the procedure for control, processing, sending, delivery of postal items with acknowledgment of delivery and postal items with delivery receipt, with cash on delivery.
• Follow the procedure for receiving, processing, sending directions, issuing and monitoring domestic and international postal items, “1st class items”, interactive postal items.
• Ensure the operation of cash registers when processing transfer and postal cash transactions and other services, following the operating instructions.
• Implement and evaluate mechanized and automated postal processing processes.

2. Sales of postage stamps, consumer goods, subscriptions to periodicals.

• Ensure the procedure for storing, recording and distributing postage marks, cash and other fictitious values, selling non-circulation and circulation lottery tickets, taking into account their features.
• Provide subscription services, control the processing of periodicals in the post office (registration, forwarding, delivery, receiving orders from catalogues).
• Sell ​​consumer goods.

3. Reception and issuance of postal orders, registration of insurance policies for compulsory and voluntary types of insurance.

• Ensure and control the procedure for accepting money transfers, payments (utility, municipal) and cash payments.
• Provide postal banking services (deposits, bank cards, consumer and express loans) and evaluate them.
• Operate a self-service terminal.
• Issue insurance policies for compulsory and voluntary types of insurance.

4. Provision of services at public Internet access points.

• Work on software equipment installed in a multiple access point (MAP).
• Carry out technical operation of computer and office equipment.
• Use local and global computer networks and basic information resources when providing services to the population: the Internet, WWW technology.

5. Accounting, storage and issuance of money and other valuables.

• Classify cash and conditional assets in the postal industry and account for them.
• Follow the procedure for storing, recording and distributing postal payment marks, cash and other fictitious valuables.
• Organize the activities of postmen to deliver money transfers and pensions at home, analyze and evaluate the postman’s report.

(professional standard "Postal Specialist")

1. General Provisions

1.1. A Class I postal operator belongs to the category of specialists.
1.2. A person who has reached the age of 18 is accepted for the position of Class I postal operator:
1) who has mastered the basic vocational training programs - vocational training programs for blue-collar professions, employee positions in the field of postal services;
2) having experience as a Class II postal operator for at least 5 months.
1.3. A Class I postal operator must know:
1) the procedure for using tariffs for services provided;
2) restrictions on the amount and number of transfers accepted from individuals and legal entities;
3) reasons for refusal to issue or accept the translation;
4) terms of passage, storage and deposit of transfers;
5) the procedure for accepting and delivering transfers of various types, including from the depositor;
6) the procedure for operating cash registers used in the field of postal services;
7) methods for identifying counterfeit documents and banknotes, bank cards and postal payment marks;
8) postal terminology, postal rules, standards and rules for the provision of postal services;
9) a list of organizations and individuals in relation to which there is information about their involvement in extremist activities or terrorism;
10) Latin alphabet;
11) administrative-territorial division of the Russian Federation;
12) the procedure for payment of pensions and benefits by postal organizations;
13) means of automating operations for the payment of pensions and benefits;
14) requirements for execution of a power of attorney;
15) rules for ensuring security when paying pensions and benefits;
16) the procedure for accepting various types of payments;
17) requirements for the operation of cash registers used in the field of postal services;
18) user manuals for information systems used in the post office;
19) security rules when making payments, beginning and ending a transaction day at a self-service terminal;
20) identification methods;
21) the procedure for working with payment terminals, the procedure for conducting transactions with bank cards;
22) tariffs for operations for withdrawing funds from bank cards and replenishing them;
23) conditions for the provision of postal banking services;
24) the range and features of the banking products offered;
25) rules for servicing deposits;
26) regulations for the use of online services;
27) regulations of credit and other organizations - partners of the postal organization;
28) requirements for the quality of work performed;
29) internal control rules;
30) Internal labor regulations;
31) labor protection requirements and fire safety rules;
32).................. (other requirements for necessary knowledge)
1.4. A Class I postal operator must be able to:
1) use modern computer tools, work with e-mail, scanner, fax;
2) work with information systems used in the post office;
3) work at a postal cash register and self-service terminal;
4) process personal data with and without the use of automation tools;
5) draw up documents included in special documentation systems;
6) work with software for paying pensions and benefits;
7) work on an electronic computer, scanner, printer;
8) have the skills to identify counterfeit documents and banknotes;
9) use means of automating the process of providing postal banking services;
10) own computer equipment;
11) work at the postal cash terminal;
12) ................. (other skills and abilities)
1.5. Class I postal operator in its activitiesis guided by:
1) ................. (name of the constituent document)
2) Regulations on...................(name of structural unit)
3) this job description;
4) ................... (names of local regulations governinglabor functions by position)
1.6. The 1st class postal operator reports directly.........(name of manager's position)
1.7. .................. (other general provisions)

2. Labor functions

2.1. Provision of postal banking services:
1) making money transfers;
2) payment of pensions, benefits and other targeted payments;
3) accepting payments for utilities and other services;
4) provision of postal and banking services;
5) opening and servicing of deposits and loans.
2.2. ................ (other functions)

3. Job responsibilities

3.1. A Class I postal operator performs the following duties:
3.1.1. Within the framework of the labor function specified in paragraphs. 1 clause 2.1 of this job description:
1) issues the transfer form to the recipient, checks that the details are filled out correctly;
2) checks the data on the notice with the data in the presented documents;
3) determines and receives funds for the transfer;
4) receives reinforcement of funds to pay for transfers, registers transactions in a journal;
5) issues funds to the client upon receipt of the transfer;
6) checks the recipient’s data for involvement in extremist activities or terrorism;
7) donate excess funds and register them in the journal;
8) carries out forwarding, returning and depositing transfers;
9) monitors the timing of the translation;
10) monitors the timing of file exchange in the unified postal transfer system;
11) conducts information exchange between postal facilities;
12) calculates revenue from accepted transfers at the end of the working day;
13) draws up a summary financial report based on the results of the working day;
14) produces stitching and filing of production documentation.
3.1.2. Within the framework of the labor function specified in paragraphs. 2 clause 2.1 of this job description:
1) accepts payment documents;
2) controls the number of payment documents and sorts them;
3) issues payment documents for delivery to postmen and to operating cash desks;
4) checks the details of the recipient’s identity document;
5) checks the correctness of paperwork when receiving a pension, benefits by proxy;
6) checks the availability of the requested amount in the account;
7) completes an expense transaction and prints out an account statement;
8) checks the signature with its sample in the identity document, issues a receipt for receipt of funds;
9) sorts payment documents by codes;
10) transmits payment documents for subsequent processing;
11) exercises control over the completion of documents;
12) performs reconciliation with the main cash register;
13) generates files for their transfer to the information and payment center;
14) generates a report on paid pensions and benefits based on the results of the working day;
15) produces stitching and filing of production documentation.
3.1.3. Within the framework of the labor function specified in paragraphs. 3 clause 2.1 of this job description:
1) checks the correctness of filling out payment forms and depositing amounts;
2) carries out registration of acceptance of payments at the postal cash register terminal, issuing to the client a cash receipt confirming the fact of provision of the service, issuing a payment form with a stamp from the postal cash register terminal (if necessary);
3) exercises control over anti-money laundering and registration of transactions in a journal;
4) performs collection and cancellation operations at the self-service terminal;
5) generates documents on transactions at the end of the working day;
6) advises the client when making a payment using a self-service terminal;
7) prints registers, counts and wraps bundles of receipts for each type of payment at the end of the working day;
8) carries out the calculation of funds, registration of a cash certificate, delivery of funds and receipts with registers;
9) draws up a report on the receipt of utility payments at the end of the working day;
10) produces stitching and filing of production documentation.
3.1.4. Within the framework of the labor function specified in paragraphs. 4 clause 2.1 of this job description:
1) carries out operations to accept funds onto bank cards and issue funds from bank cards;
2) issues and issues plastic cards sold by postal organizations;
3) calculates funds for postal banking services at the end of the working day;
4) advises the client on the provision of postal banking services;
5) draws up a report on the provision of postal banking services at the end of the working day;
6) produces stitching and filing of production documentation.
3.1.5. Within the framework of the labor function specified in paragraphs. 5 clause 2.1 of this job description:
1) fills out sets of documents on loan products;
2) accepts payments, postal transfers, provides postal banking services (deposits, plastic cards);
3) prepares credit documentation for consumer loans and express loans;
4) arranges services - credit by postal order;
5) advises the client on the provision of deposit and loan servicing services;
6) calculates revenue from services at the end of the working day;
7) draws up reports on the provision of services for opening deposits and issuing loans at the end of the working day;
8) produces stitching and filing of production documentation.
3.1.6. As part of the performance of his job functions, he carries out instructions from his immediate supervisor.
3.1.7. ................. (other duties)
3.2. .................... (other job descriptions)

4. Rights

A Class I postal operator has the right:
4.1. Participate in discussions of draft decisions, in meetings on their preparation and implementation.
4.2. Request clarifications and clarifications from your immediate supervisor regarding these instructions and assigned tasks.
4.3. Request, on behalf of the immediate supervisor, and receive from other employees of the organization the necessary information and documents necessary to carry out the assignment.
4.4. Get acquainted with draft management decisions relating to the function he performs, with documents defining his rights and responsibilities for his position, and criteria for assessing the quality of performance of his labor functions.
4.5. Submit proposals for the organization of work within the framework of their labor functions for consideration by their immediate supervisor.
4.6. Participate in discussions of issues related to the duties performed.
4.7. ............. (other rights)

5. Responsibility

5.1. The 1st class postal operator is held liable:
- for improper performance or failure to fulfill their official duties provided for by this job description - in the manner established by the current labor legislation of the Russian Federation, accounting legislation;
- for offenses and crimes committed in the course of their activities - in the manner established by the current administrative, criminal and civil legislation of the Russian Federation;
- for causing damage to the organization - in the manner established by the current labor legislation of the Russian Federation.
5.2. ..................... (other liability provisions)

6. Final provisions

6.1. This job description has been developed based onProfessional standard "Postal Specialist", approvedBy order of the Ministry of Labor and Social Protection of the Russian Federationdated 04/07/2014 N 198n, taking into account
.............. (details of local regulations of the organization)
6.2. Familiarization of the employee with this job descriptioncarried out upon hiring (before signing an employment contract).
The fact that the employee has read this job descriptionconfirmed.................(signed on the familiarization sheet, which is an integral part ofthis instruction (in the magazine for reviewing job descriptions);
in a copy of the job description kept by the employer; in another way)
6.3. .................. (other final provisions)

The profession of a telecom operator, at first glance, seems boring, monotonous and does not require any qualifications. And no one doubts that people need it. Today we will try to dispel the first part of the misconceptions: about the work of a postal operator in detail, and we will also talk about how to learn the profession.

With the advent of the Internet, people began to write emails more often, communicate via Skype, and on social networks. mobile connection has also become a familiar attribute of modern life, even for older people.

However, postal services remain an indispensable method of communication when it is necessary to send a valuable letter with documents, receive an order placed in an online store, or pay for the services of a provider or mobile operator. Millions of people in the country use postal services to receive pensions, social benefits, and periodicals. Without the efficient work of telecom operators, the provision of these services would be problematic.

Who is a telecom operator?

A specialist who serves you at the post office, and whose voice you hear when you contact the call center to clarify any questions. This specialist also switches your call to the desired direction and configures the operation of radio devices and transmitters.

Humanity has been looking for ways to transmit information and various objects since the dawn of civilization. Ancient people beat drums and lit fires so that neighboring tribes could hear or see them. A Greek warrior, in the fifth century BC, ran 40 km, from Marathon to Athens, to convey the good news of victory. In the Middle Ages in Rus', when writing was already invented, messengers were replaced by coachmen who transported mail on sleds of horses.

The Yamskaya service existed in Russia for more than 5 centuries. It was replaced by the electromagnetic telegraph, invented by P.L. Shilling in 1832. Subsequently, K. Gauss and W. Weber (Germany, 1833), then Cook and Winston (Great Britain, 1837), and S. Morse in the USA, in 1840, worked to improve this type of communication.

Modern communication services are based primarily on satellite signals, using the operator’s personal computer and wireless modems. Old versions of the telegraph have been abolished in many countries near and far abroad. A telecom operator today is a general specialist who has basic computer knowledge, knows a cash register and cash discipline, and has the skills of maintaining warehouse records and document flow.

Since the transmission of information now depends on the quality of sophisticated equipment and the speed of the Internet, the telecom operator must have technical knowledge. In the field of communication services, two specializations play a leading role:

• postal operator;
• telephone and cellular operator.

The specificity of the work of telephone and mobile network operators mainly lies in the provision of reference and information services and product promotion on the market.

What personal qualities should a telecom operator have?

The job responsibilities of a telecom operator consist of several areas of professional activity. Therefore, the specialist’s sphere of competence requires the presence of such personal qualities as:

• Communication skills. The most significant part of an operator's working time is communicating with people. This will require not only the ability to conduct a dialogue with consumers of communication services, but also goodwill, observation, and sometimes stress resistance to work with impatient clients.
• Learning abilities. Communication services are constantly improving, offering consumers new options, so the telecom operator needs to constantly update its skills and knowledge.
• High professionalism of a telecom operator depends not only on professional skills and knowledge, but also on good memory (visual, mechanical, etc.), discipline, organization, hard work and patience.
• to the future postal operator Good physical fitness will also come in handy. In the process of work, he will most likely have to issue parcels, which sometimes weigh up to 30 kg.
• The ability to quickly count in your head will also be useful for a postal operator, since the work involves constant transactions to pay for services provided.

Since communication between a telecom operator and subscribers most often occurs over the telephone, an important skill in the job is competent oral speech and a clear announcer’s voice. Without seeing the customer, the operator must quickly assess the situation in order to execute the company's marketing plan.

Advantages of the telecom operator profession

For those who are looking for a small, but stable income and guaranteed social protection, " Post office" is the most suitable option. In addition, when applying for a job, an employee is offered a vacancy based on their place of residence, which saves time and travel costs.

The work schedule at post offices depends on territorial features. For example, in rural areas it is established in proportion to the conditions of provincial life and the low population. Postal workers in small towns, as a rule, relax with the rest of the province's residents.

In megacities, postal operators have to work more intensely, 12 hours a shift, but with a “sliding” schedule they are given an additional day off for overtime.

The average income of an ordinary postal operator is 22,000 rubles, taking into account all mandatory deductions. If the sales plan for related products is fulfilled, the employee can count on a salary increase. Of course, with such a salary it is difficult to live in the capital or regional center, but in the regions the amount is considered a good income.

Salary increases depend on skill level. Thus, the average salary of an ordinary employee is 16,300 rubles, a leading customer service specialist is 29,000 rubles, and a manager is 29,300 rubles.

The average income level for ordinary people is slightly higher call center operators- 21,400 rubles, and it depends on the rating and marketing policy of the company.

The demand for postal operators in the labor market remains consistently high, which provides good chances for employment. Flexible work schedule allows you to combine work and study.

Disadvantages of the telecom operator profession

A postal operator never gets bored at work. A busy day at work consists of constant communication with visitors who do not always understand that the quality of service is directly related to their correct behavior.

On the other hand, the telecom operator is a financially responsible person, since he receives and issues parcels, works with the cash register, and fills out strict reporting documents. With a constant flow of clients, he has to remain organized and calm in order to avoid mistakes in his work. Such conditions lead to rapid fatigue and stress.

During strenuous work, which is performed mainly while sitting in front of a monitor screen, vision and posture deteriorate. You often have to lift heavy packages. These factors must be taken into account when applying for work to people with low vision and musculoskeletal disorders.

Where can I get a job as a telecom operator?

You can learn the profession of a telecom operator directly in post offices and on courses. But you need to take into account that the courses give an idea only of basic operations, and at work you will have to fill in the missing knowledge yourself, by trial and error.

A telecom operator needs knowledge about instrumentation, warehouse accounting, departmental regulations, and the territorial and administrative division of the Russian Federation. Since qualifications allow you to count on higher income and career growth, it is still better for a telecom operator to receive a special education. You can do this in:

• College of Telecommunications at . A college diploma gives you an advantage when entering a university in your chosen specialty.
• Moscow College of Automation and Radioelectronics;

Note that colleges and technical schools where you can master the profession of a telecom operator are located in almost every region of the Russian Federation.

Image sources: vgtk.by, college-novosibirsk.ru, staff-online.ru

The profession of a telecom operator is very respected, since since ancient times people have exchanged any news, and a special person was called upon to receive such news and ensure its delivery.

First, the “operators” beat drums or lit fires, the smoke of which notified neighbors about any events. Then the messengers began to memorize the texts and deliver them directly to the addressee. Nowadays, communication services have gone far beyond post offices, but a telecom operator is still one of the most sought-after specialties, because he is not only busy receiving and transmitting messages, but also performs a lot of other useful tasks.

What are the responsibilities of the postal operator

Some schoolchildren are attracted to the profession of a postal employee, and therefore they know from their school desks what to work for. Telecom operators are a position for which the demand does not fall even with the development of technology and will be in demand for many years to come. At least until they invent teleportation for transmitting parcels and parcels over a distance.

The work of an operator is quite varied and exciting. In the process of professional activity, this specialist must:

• provide classical mail services;
• forward email;
• process financial transfers;
• distribute newspapers and magazines to organizations and private properties and much more.

But in “expanded” form, the responsibilities of the holder of the telecom operator specialty are as follows:

1. Providing any type of communication services;
2. Receiving and sorting envelopes, parcels and loose parcels;
3. Working on a PC;
4. Registration and return of unreceived correspondence;
5. Accounting, storage, systematization and grouping of documents in the archives of communication services;
6. Reception and transmission, processing and issuance of valuable letters and parcels;
7. Primary processing of documents, their recording and archiving;
8. Maintenance of a device for sorting letters according to postal code.

Where to get an education

Today there are quite a lot of different educational institutions where you can gain knowledge that will allow you to become a good telecom operator in the future. Colleges are the main “suppliers” of professionals of this profile.

Educational institutions where you can study the profession of a telecom operator:

• Moscow College of Automation and Radioelectronics;
• VOG Educational and Methodological Center;
• Head educational, research and methodological center for professional rehabilitation of persons with disabilities (hearing impaired) at MSTU named after N.E. Bauman;
• Samara technical school for service of production equipment.

What do they teach in colleges?

Completion of training symbolizes not only the assignment of a certain qualification and an entry in the work book - 210801.01 Telecom operator, it also means an abundance of knowledge that facilitates the work of a post office employee.

The specialty of a telecom operator's open source software requires you to understand:

• dividing the country into administrative-territorial units;
• how the structure of postal authorities is organized;
• existing tariffs for types of services;
• how to accept subscriptions with possible redirection of publications;
• what is the procedure for drawing up reporting papers.

Naturally, a modern telecom operator cannot do without the ability to:

• work on computerized means;
• quickly perform basic mathematical operations;
• be able to work with reference literature.

It doesn’t matter on what basis - 9th or 11th grade - the career of a postal operator will be built. In any case, young people will be taught:

• receive, then sort, hand over, and even control the dispatch of correspondence with the agreed format;
• strictly follow the recommendations for monitoring all shipments - notifications of completed delivery and cash on delivery.
• control the process of passing domestic and interstate shipments;
• monitor interactive email messages;
• service cash registers when processing transactions with postal and transferable documents;
• carry out mechanical-automated processing of all kinds of shipments;
• store, account for and distribute stamps and financial assets;
• serve subscribers - subscribe, redirect newspapers.

Since the postal network in the country is quite well developed, and settlements continue to develop, new neighborhoods are being built, firms are opening, companies and enterprises are being created, and the need for qualified employees of post offices and communication centers is growing.

Hiring a great call center agent is just as important as having the right call center software. Candidates may be screened based on a variety of criteria. Regardless of your list of prerequisites, it's helpful to know exactly what will make you a successful operator. Here are some of the best qualities:

1. Memorizing information.
The operator's mission is to provide consumers with high-quality support. To achieve this, they are required to study and remember information about the organization’s products (services) and present it correctly.
Call center agents need to know who to refer a call to if they are unsure about the correct answer to a question. Over time, they should know the answers to frequently asked questions and be able to troubleshoot problems with ease. If a Call Center operator is not able to remember the necessary information, then this job is not for him. Hiring such workers can ultimately negatively impact the company's image.

2. Attention to detail.
Working as a call center operator is quite monotonous. You often have to answer the same questions and receive similar complaints day after day. The danger is that this may result in experts offering a quick answer without delving very deeply into the topic. That is, the answers will satisfy customers only half.
In addition, the candidate should not have any mistakes in their resume, should not look bad in appearance, be well-groomed and neat, and pay more attention to detail.

3. Organization.
Operators working in a busy call center are organized. This means the ability and ability to simultaneously juggle multiple tasks, i.e. checking the database of goods (services), updating CRM and making relevant records, while at the same time thinking about customer needs and answering questions. Proper organization of work will help reduce the number of errors during this process and allow you to more effectively meet customer needs.

4. Flexibility.
Call center agents not only handle dozens of calls a day, but also interact with complex customers. Executors are required to be flexible enough to meet the needs of a diverse client base.
Sometimes you have to communicate with a chat client and an angry client at the same time. Operators in all situations must remain calm and not allow negativity to pass through them. In addition, the company may require that work continue on holidays, nights and weekends. Flexibility is key.

5. Politeness, friendliness.
Operators are the face of the company, projecting a warm and friendly image, maintaining good behavior and keeping a smile on their face day after day. Consumers will thank you for this.

6. Effective communication skills.
This is one thing, but still worth mentioning. Since a call center agent's job involves communicating with callers, having top-notch communication skills is a must. But communication is not just talk. Effective communication also involves listening to the caller, digesting the information, and resolving it quickly and effectively. The agent must speak clearly using basic vocabulary. If they can communicate effectively, this will be an indicator of the quality of your service. In fact, seventy-eight percent of consumers say that a competent customer service representative is the most important part of the customer service department.

7. Speed.
Operators work quickly without sacrificing the quality of their work. This is important because the more callers an agent can handle, the less staffing required to keep the call center running smoothly. This is also important for the callers themselves. They want their call to be answered as quickly as possible. A responsive call center agent can improve average response speeds and improve service levels for the entire team.

8. Creativity.
Finally, a strong agent is creative. He finds practical solutions to solve any problems. It is important that creativity helps them best meet the needs of potential consumers of goods (services). This also improves customer satisfaction. When agents solve a problem effectively, that customer is sure to come back.

Truly successful Call Center specialists are hard to find. Also, just because some of them don't have all the necessary skills doesn't mean they won't one day. Most of these qualities can be developed over time. The company can hold a training workshop to teach these skills to other agents.
Over 85% of companies with quality customer service outperform their competitors.