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Human Resources & ConsultingDeclining

Switchboard Operator, Including Answering Service

Operational-level

Also known as: Answering Service Telephone Operator, CBX Operator (Computerized Branch Exchange Operator), Central Communications Specialist, Combination Operator

Human Resources & ConsultingBachelor's Degree

Job Description

As a switchboard operator, you are the first point of contact for many businesses, managing incoming, outgoing, and internal calls. You'll use specialized telephone systems and switchboards to relay calls, provide general information to callers, and record messages accurately. This role involves constant communication with external customers and colleagues, often handling inquiries via phone and sometimes email. It's a great fit if you have strong active listening, clear speaking, and writing skills, and enjoy helping people.
Telecommunications OperationsCustomer ServiceAdministrative SupportCall HandlingOffice AdministrationBusinessCommunicationInformation ManagementOperations

Skills employers are looking for in 2027

Software and technologies flagged by O*NET as Hot or In-Demand for this role.

Hot technologies
Microsoft AccessMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft WordSAP software
In-demand software
Microsoft ExcelMicrosoft Office software

Job Outlook 2025-2035

Projected growth

-26%

US average: +3.5%

Job openings

3,100

per year (US)

Jobs today

35,400

in 2025 → 26,200 (2035)

Typical entry education

High school diploma or equivalent

Source: U.S. Bureau of Labor Statistics, Employment Projections; O*NET Bright Outlook.

Work Environment

How this work is typically performed, based on O*NET work context data.

Email & digital communication
High
Working in a team
High
Contact with others
High
Freedom to make decisions
High
Time pressure
Moderate
Time spent sitting
High
Working outdoors
Low
Indoor, climate-controlled
High
Dealing with customers
High
Level of competition
Moderate

Source: O*NET Work Context (v31.0)

Future Perspective

Declining Job Market

The job outlook for switchboard operators is projected to decline by 26.0% between 2025 and 2035, with about 3,100 job openings available each year. The median annual wage is $38,630. While overall opportunities are decreasing, you can advance by moving into roles like Office Manager or Customer Service Manager, building on your communication and administrative experience.

Career ladder

Often before this role

  • Receptionist
  • Administrative Assistant
  • Customer Service Representative

Where it can lead

  • Office Manager
  • Customer Service Manager
  • Communications Specialist

Impact of AI on this Job

Over the next 5-10 years, AI will profoundly impact switchboard operators by automating routine call handling, message taking, and call routing. This will likely lead to a significant reduction in demand for human operators, as AI-powered virtual assistants become increasingly sophisticated. Remaining roles may shift towards managing AI systems or handling only complex, critical, or highly empathetic interactions that require human nuance.

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Salary

$38,630

Median annual wage, BLS 2025

Required Education

Bachelor's Degree

Minimum educational requirement for this position

Relevant Studies

Based on job level & field

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