National Operations Centre (NOC) Senior Dispatch Operator - Auckland

Job description

National Operations Centre (NOC) Senior Dispatch Operator – Auckland National Operations Centre (NOC) Senior Dispatch Operator – Auckland Kia haumaru ai tātou katoa — keeping everyone safe. At FIRST Security, we’re one of New Zealand’s leading security providers, delivering critical operational support through our people, systems and national network. About the Role We’re looking for an experienced National Operations Centre (NOC) Senior Dispatch Operator to join our Auckland-based team. This is a key leadership and coordination role within a fast-paced, 24/7 emergency call-centre environment. You’ll support the day-to-day operation of the NOC, coordinate workloads and resources, assist other operators, and ensure customer service requests are managed accurately and efficiently. This is a full-time position working 40 hours per week. Flexibility to work rostered shifts within a 24/7 operation is required. You’ll be at the centre of our operations, helping ensure jobs are allocated, monitored, escalated and completed in accordance with customer service-level agreements and FIRST Security procedures. Duties Accurately dispatching, assigning and monitoring field-service requests Coordinating resources and job allocations at the beginning of each shift Prioritising and redistributing workloads to meet service and performance targets Supporting and mentoring NOC Operators Providing real-time operational support to field officers and contractors Offering virtual “two-up” support when required Handling inbound calls and triaging customer requests Monitoring team absences and ensuring shift reports are completed Ensuring incidents and events are recorded accurately and professionally Escalating safety, performance, compliance and urgent operational concerns Liaising professionally with customers and internal representatives Ensuring customer-specific frameworks and service-level agreements are followed Supporting investigations and providing accurate information when required Working confidently across multiple systems, including call platforms and Microsoft Office applications Why Work with FIRST Security? Full-time, structured hours in a national operations environment Hands-on experience within a fast-paced control-room setting Career development and training opportunities Access to FIRST Security’s Perks programme, including retail, fuel and grocery discounts Strong focus on health, safety and employee wellbeing Free EAP support services for you and your whānau Supportive team environment with ongoing leadership guidance What You’ll Need Previous experience as an effective operator with demonstrated leadership ability Experience in customer service, call-centre, dispatch or monitoring roles Confidence mentoring and supporting the development of other team members Experience allocating, prioritising and managing routine and unexpected tasks The ability to remain calm and make sound decisions under pressure Strong verbal and written communication skills, particularly over the phone Excellent attention to detail and accurate data-entry skills The ability to multitask effectively across several systems Strong investigation and report-writing skills A high level of integrity, confidentiality and professionalism The ability to work independently and take ownership of problems Confidence adapting to new systems, procedures and changing priorities Commitment to following policies, processes and compliance requirements Flexibility to work rostered shifts in a 24/7 operational environment The ability to pass Police, Ministry of Justice, Corrections and security vetting A current Certificate of Approval (COA), or the ability and intention to obtain one Looking for a senior role where your leadership helps keep nationwide operations running smoothly? If you’re organised, reliable, calm under pressure and passionate about supporting others in a fast-moving operational environment, apply now and join FIRST Security — part of the Wilson Group.