Assistant Shift Leader

Legal definition for licensing – Monitoring Officer

The prime objective of the Assistant Shift Leader is to support and cover the Monitoring Shift Leader when required. This may include acting as the Monitoring Shift Leader or purely supporting them with key tasks.

Career level

Mid career

Pay rate

$28 to $36 per hour

  • Answer inbound calls
  • Make outbound calls
  • Liase with emergency services
  • Maintain customer files
  • Record accurate notes per event
  • Upskill staff when required
  • Support staff when required
  • Responsible for response times
  • Responsible for room harmony
  • Directing workload
  • Identify training needs
  • Record complaints
  • Record non-conformances
  • Manage break schedule for the team
  • Handle key customers
  • Distribute new procedures
  • Manage initial disaster recovery procedures
  • Review operator work quality
  • Manage staff punctuality
  • Manage room presentability
  • Complete shift report
Role Requirements
  • Must be 18+ years old
  • Must be able to work irregular hours (24 x 7 industry)
  • Must be confident and capable of working in stressful situations
  • Must have a clean criminal record
  • Must have excellent written and spoken English
Skill Sets & Role Fit
  • Roles are non-gender and age specific
  • Excellent speaking and listening skills
  • Excellent writing skills
  • Customer service focused
  • Good computer and data-entry skills
  • Honesty and integrity
  • Coaching and mentoring
  • Understanding of business processes
  • Excellent time management skills
Working Conditions
  • Roles may be full-time, part-time or casual
  • Roles may include working shifts and/or nights
  • Monitoring Centres require high security and may include factors such as minimal natural light and restrictions on entry and egress.
Industry Training
  • NZCCC Level 3 (New Zealand Certificate in Call Centres)
  • NZCiB – Introduction to Team Leadership Level 3 (New Zealand Certificate in Business)
  • NZCiB – First Line Management Level 4 (New Zealand Certificate in Business)
Indicative Pay Scales
  • Entry level – $58,000 to $64,000
  • Mid-level – $64,000 to $70,000
  • High level – $72,000 to $78,000
Industry Pathway Opportunities
  • Shift Leader or Manager
  • Date Manager
  • Monitoring Centre Manager
Other Sector Pathway Opportunities
  • Call Centres
  • Police Communication Centres
  • Emergency Service Communication Centres

This website is in an initiative of NZ Security Association, developed to promote the wide range of security careers on offer in New Zealand. The security industry is a growing sector with a range of exciting career pathways for you to progress through.