Intermediate Monitoring Operator
(also known as Communication Centre Operator or Call Centre Operator)
Legal definition for licensing – Monitoring Officer
The prime objective of a Monitoring Operator is to accurately and effectively monitor and action all alarm events/alerts following the procedures, protocols and guidelines set out. This includes answering incoming calls and making outbound calls, liasing with emergency services, security companies and customers.
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Career level
Early career
Pay rate
$26 to $35 per hour
Duties
- 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
- Supervise if required
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
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)
Indicative Pay Scales
- Entry level – $55,000 to $60,000
- Mid-level – $60,000 to $70,000
- High level – $70,000 to $75,000
Industry Pathway Opportunities
- Assistant Team Leader or Supervisor
- Shift Leader or Supervisor
- Date Manager
- Monitoring Centre Manager
Other Sector Pathway Opportunities
- Call Centres
- Police Communication Centres
- Emergency Service Communication Centres