Contact Centre Manager - Evenings

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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