Monitoring Shift Leader
Legal definition for licensing – Monitoring Officer
The prime objective of the Monitoring Shift Leader is to ensure the team and company is performing to a high standard.
Responsible for both customer and staff happiness, the role manages the workload, staff breaks and room harmony.
The Monitoring Shift Leader is the first point of call for complaints for customers and will work in with the Monitoring Centre Manager on preventative measures. The role will handle back-up plans for equipment issues, following direction from the Monitoring Centre Manager and also acts as first point of contact for staff to come to for support, particularly if they are struggling with their duties.
Career level
Mid career
Pay rate
$28 to $36 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
- 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
- Data Manager
- Monitoring Centre Manager
Other Sector Pathway Opportunities
- Call Centres
- Police Communication Centres
- Emergency Service Communication Centres
