Announcement Number:  Bamako – 2018 – 025 R
Position Title: Telephone Operator
Opening Period: May 31, 2018 – June 10, 2018
Series/Grade: FSN-5 step 1
Salary:  4,332,522 F CFA – US$ 28,945. Actual salary determined by Washington D.C.
For More Info:  E-mail Address: Bamakojob@state.gov

Who May Apply?

All Interested Applicants / All Sources

Security Clearance Required: Local Security

Certification Marketing Statement: We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary: The U.S. Mission in Bamako is seeking eligible and qualified applicants for the position of Telephone Operator.

The work schedule for this position is full Time (number of hours per week – 40 hours per week) Candidate must be able to begin working within a reasonable period of receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Supervisory Position: No

Duties:

This position functions as the Mission Receptionist and Telephone Operator during working hours. Works under the supervision of the Information Programs Officer. Assists customers in making calls, handles all outgoing and incoming calls, assists callers with questions, greets visitors, arrange conference calls, and performs receptionist duties.

The telephone Operator provides exceptional customer service while operating the telephone switchboard, serving over 300 telephones. Receives and properly routes incoming calls in French, Bambara, and English. Maintains accurate phone list for all Embassy employees and associated external contacts. Uses extensive understanding of Mission operations to help callers reach their intended destination. Rapidly finds basic information for callers, eliminating the need for additional help from other sections. Places and receive numerous complex long distance and overseas calls over commercial lines.

Telephone and Fax Operator:

•  Provides exceptional customer service while operating the telephone switchboard, serving over 300 telephones. Receives and properly routes incoming calls in French, Bambara, and English. Maintains accurate phone list for all Embassy employees and associated external contacts. Uses extensive understanding of Mission operations to help callers reach their intended destination. Rapidly finds basic information for callers, eliminating the need for additional help from other sections. Places and receive numerous complex long distance and overseas calls over commercial lines. (70%)
•  Keeps records of all calls. Receives and sends FAX transmissions; Keeps accurate logs of all faxes (in and out); Ensures rapid delivery and correct billing information. (10%)
•  Acts as trouble shooter on telephone lines; checks all extension and PTT lines to ensure proper functioning of equipment and reports malfunctioning to supervisor for action by telephone/radio technician. (5%)
•  Monitors automated call routing system and suggests changes on an as needed basis to ensure efficient and effective automated routing for external callers. (5%)

Qualifications and Evaluations:

Education: Completion of High school is required.

Requirements                                                                                                   

Experience: At least two years of experience in answering telephone and being a receptionist in a professional environment is required.

Job knowledge: Must have good working knowledge in the operation of telephone/switchboard equipment to ensure calls are properly routed. Must have good understanding and intricacies of making long distance calls from Mali and the rates.

Evaluations

Language: Level III English and French; and Level III Bambara are required. English Language will be tested.

Skills and abilities: Must have exceptional customer service and interpersonal skills.

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

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,

Other information:

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:

(1) AEFM / USEFM who is a preference-eligible U.S. Veteran*

(2) AEFM / USEFM

(3) 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”), 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 reemployment rights back to their agency or bureau.

For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc?) and for additional employment considerations, please visit the following link: https://careers.state.gov/downloads/files/definitions-for-va

How to Apply: All candidates must be able to obtain and hold a Local Security Certification. Applicants must submit a Universal Application for Employment DS-174, which is available on the American Embassy website.

To apply for this position, applicants should electronically submit the documents listed below.

All applications must be sent to Bamakojob@state.gov with the position title listed in the subject line of the email.

Required Documents: Please provide the required documentation listed below with your application:

•  DS-174
•  Degree with transcript
•  Letter(s) of recommendation( if any)
•  List of references

What to Expect Next: Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted.

For further information: the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources office.

Thank you for your application and your interest in working at the U.S. Mission in Bamako.