The Recruitment People are a business providing recruitment and HR solutions to organisations nationally.
We are currently recruiting on behalf of a well‑established, Gold Coast‑based organisation that provides professional after‑hours contact centre support to businesses requiring seamless customer coverage outside standard operating hours.
With over ten years of successful operation, the business has built a strong reputation for service excellence, operational reliability and long‑standing client relationships. Staff retention is high, the culture is stable and supportive, and the company is positioned for continued growth.
Due to ongoing growth and operational demand, they are seeking an experienced Contact Centre Operations Manager to lead their evening‑based inbound customer service operation. This is not a sales environment. It is a structured, KPI‑driven, inbound customer service contact centre focused on professional call handling and service delivery.
Benefits
* Salary negotiable depending on experience - Full‑time permanent position - Flexible working structure to suit you - combination of daytime administrative hours and evening operational presence. (Eg - 10am-2pm & 5pm - 9pm or 2pm -10pm) - No weekend work required
* Established and stable business with low staff turnover & genuinely caring employers - Opportunity to influence process improvement and operational performance
Hours & Structure
While weekend work is not required, you will be expected to have a consistent evening presence within the contact centre to lead the team during core operational hours.
The contact centre operates evenings from 4:00pm to 12am Monday to Friday, with weekend coverage in place and overnight skeleton cover 12am - 9am.
Administrative responsibilities, reporting, recruitment activity and client correspondence can be structured across daytime hours, offering flexibility across your working week.
The Role
This is a hands‑on operational leadership role responsible for ensuring service levels, contractual KPIs and team performance standards are consistently achieved.
You will lead a rostered team of up to 14 Contact Centre Operators and 4 Team Leaders in a fast‑paced inbound environment, ensuring call handling quality, workflow management and operational efficiency remain at a high standard.
Key responsibilities
* Overseeing daily contact centre operations and service delivery
* Monitoring call volumes, handling times and service level performance
* Actively managing the call board and adjusting resourcing where required
* Leading, coaching and developing Team Leaders and Operators
* Conducting team briefings and performance reviews
* Managing recruitment, onboarding and workforce planning
* Delivering and coordinating training on systems and service standards
* Monitoring KPIs and managing underperformance where required
* Conducting call listening and quality assurance reviews
* Handling escalations and operational client communication
* Reviewing processes and implementing improvements where required
* Ensuring accurate system usage and record keeping
You will act as the primary operational contact for external clients, onboarding & maintaining professional relationships and ensuring service delivery aligns with agreed expectations.
Applicant requirements
Ideally, you will bring demonstrated experience leading a contact centre or similar high‑volume customer service environment. We are looking for someone structured, calm under pressure and confident making operational decisions in real time.
Key attributes
* Proven contact centre leadership experience - highly advantageous
* Strong people management and coaching capability
* Process‑driven with a focus on consistency and continuous improvement
* Confident decision‑maker with strong problem‑solving ability
* Experience managing KPIs and performance frameworks
* Excellent communication and stakeholder management skills
* Professional, resilient and steady in a fast‑paced environment
* Comfortable working evenings as part of a flexible structure
Experience with contact centre telephony systems is advantageous but not essential.
If this sounds like you, please apply today. Due to overwhelming responses we are unable to respond to every application with feedback.
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