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.
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
