National Operations Centre (NOC) Senior Dispatch Operator - Auckland

Wilson Group; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

FIRST Security is seeking an experienced National Operations Centre (NOC) Senior Dispatch Operator in Auckland. This key leadership role coordinates workloads, allocates resources and supports operators in a fast-paced, 24/7 environment.

You will dispatch field-service requests, monitor job progress, mentor junior staff and ensure incidents are recorded accurately while maintaining high customer service standards.

Qualifications

• Previous experience as an effective operator with demonstrated leadership ability.
• Experience in customer service, call-centre, dispatch or monitoring roles.
• Ability mentoring and supporting the development of other team members.
• Experience allocating, prioritising and managing routine and unexpected tasks.
• Calm under pressure with sound decision-making.
• Strong written and verbal communication across phone and digital channels.
• Ability to work across multiple systems and maintain data accuracy.

Responsibilities

• Dispatching, assigning and monitoring field-service requests.
• Coordinate workloads and resources at shift start.
• Prioritise workloads to meet service targets.
• Mentor NOC Operators and provide guidance.
• Provide real-time support to field officers and contractors.
• Handle inbound calls and triage customer requests.
• Record incidents and maintain accurate shift reports.
• Escalate safety, compliance and urgent operational concerns.
• Collaborate across call platforms and Microsoft Office applications.

Skills

Leadership

Customer service

Call-centre experience

Dispatch and monitoring

Mentoring

Multi-tasking

Verbal and written communication

Job description

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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