Monitoring Center Manager
Legal definition for licensing – Monitoring Officer
The prime objective of the Monitoring Manager is to ensure that the Monitoring Division as a whole is functioning to a high standard. The Monitoring Manager will be responsible for all Shift Leaders/Managers and their workload, ensuring their job satisfaction and the company’s satisfaction with them.
The Monitoring Manager will be the person responsible for finalising preventative actions taken for any complaint and all roster and any staff changes including being involved in the interview and recruitment process.
Career level
Later career
Pay rate
$75k to $120k
Duties
- Complaint management
- KPI reporting
- Roster Management
- Customer satisfaction
- Handle disciplinary matters
- Stay up to date with employment legislation changes
- Handle recruitment
- Staff performance reviews
- Financial performance against budgets
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
- Sound knowledge of employment processes and legislation
- Sound financial understanding
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 – $75,000 to $85,000
- Mid-level – $85,000 to $100,000
- High level – $110,000 to $120,000
Industry Pathway Opportunities
- General Manager
Other Sector Pathway Opportunities
- Call Centres
- Police Communication Centres
- Emergency Service Communication Centres
- Business ownership
