Telephone Operator at US Embassy

Announcement Number: Abuja-2023-039
Location: Abuja
Series/Grade: LE - 0605 4
Hiring Agency: Embassy Abuja
Promotion Potential: LE-4
Work Schedule: Part-time - 48 hours per week

Overview

• Hiring Path: Open to the public
• Who May Apply/Clarification From the Agency:
  • For USEFM - FP is A  Actual FP salary determined by Washington D.C.
  • All Interested Applicants / All Sources
• Security Clearance Required: Public Trust - Background Investigation
• Appointment Type: Permanent
• Appointment Type Details: Indefinite subject to successful completion of probationary period

Summary

• The work schedule for this position is: Full Time (48 hours per week)
• Start date: Candidate must be able to begin working within a reasonable period of time (6 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.
• Supervisory Position: No
• Relocation Expenses Reimbursed: No
• Travel Required: Not Required

Basic Function

• The position is one of five (5) other Telephone operators on 24 hours, 7 days a week schedule and serves in an extremely sensitive public relations position, which is the first point of contact for country Nationals with the American Embassy.
• The incumbent operates a Cisco switchboard console, which involves routing of incoming calls to their proper destination and assisting with placing of out-going internal calls, local calls, and long-distance calls; gives routine non-technical information as requested by internal and external customers; handles, resolves and reports minor complaints emanating from the public, and works cooperatively and courteously with supervisor and co-workers. Incumbent should be able to serve as interpreters as required.

Qualifications and Evaluations
Education Requirements:

• Completion of Secondary School is required.

Experience:  

• Minimum of one (1) year work experience in Telephone/switchboard operation of console type switchboard and customer relationship/administration is required.

Job Knowledge:  

• It is a multilingual society with a lot of ethnic entity, this requires knowledge of cultural practices of such environment as well as the dos and don’ts.
• What is culturally accepted to the environment.
• Apart from the constitutional law of the land, there are customary laws.  
• Operating knowledge of a centralized telephone switchboard is required.
• Knowledge in handling calls and a strong background in customer relations.

Evaluations:

• This may be tested.  Please specify your level of proficiency in the language(s) listed.

Language:  

• Good working knowledge speaking,/reading/writing in English is required. Limited knowledge speaking/reading/writing any Nigerian language is required.

Skills and Abilities:

• Effective communication in English and any Nigerian Language is required. Good analytical and interpersonal skills, good judgement, and decisiveness skills are required.
• Adaptability in handling both external and internal customers.
• The ability to articulate standard issues verbally and in writing in English is required. Ability to be a team player is required.
• Must be able to work under pressure.
• Good typing skills is required where accuracy is more important than speed.
• Numerical skills are required.
• Good knowledge of office administrative operations is required, handling difficult or irate callers and ability to be a keen listener.   
• Knowledgeable in office administration processing coupled with a familiarity in the use of computer is required.  
• Must highly maintain confidentiality regarding all nature of calls.  
• Working full time without direct supervision, the incumbent must be able to exercise keen judgement in establishing calls priorities for sometimes difficult and demanding Clientele.  
• Ability to efficiently work with frequent interruptions and use of basic computer programs and data systems is required.  
• Proficiency with Microsoft Outlook, Word and Excel is required.  

Equal Employment Opportunity (EEO):  

• The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Qualifications:

• All applicants under consideration will be required to pass medical and security certifications.

Benefits and Other Info

Benefits
Agency Benefits:

• Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Lagos, Nigeria may receive a compensation package that may include health, separation, and other benefits.
• For EFMs, benefits should be discussed with the Human Resources Office.
• The pay plan is assigned at the time of the conditional offer letter by the HR Office.

Hiring Preference Selection Process:  

• Applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.

Hiring Preference Order:

• AEFM / USEFM who is a preference-eligible U.S. Veteran*
• AEFM / USEFM
• FS on LWOP and CS with reemployment rights **

* Important

• Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability dated within the past six months, equivalent documentation, or certification.  
• A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant.
• The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service.  Acceptable documentation must be submitted in order for the preference to be given.
• This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.
• For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?)