Gold Coast / Brisbane / Northern NSW (Hybrid)
OPUS Contact Centre Solutions is a specialised after-hours contact centre supporting accommodation providers, property managers and service-based businesses across Australia.
We're a small business by design.
Our team is close-knit, decisions are made quickly and there are no layers of management between the people doing the work and the people leading the business.
An opportunity exists for an experienced Operations Team Leader to join our leadership team.
This is not a stepping-stone leadership role.
We're seeking an experienced contact centre leader who enjoys solving problems, building client relationships, coaching people and taking ownership of outcomes.
For the right person, this is an opportunity to become a long-term and trusted member of a small organisation where your contribution will genuinely matter.
As the Operations Team Leader, you'll be responsible for the overall operation of the contact centre during your shift.
You'll provide leadership and support to a team of Customer Service Representatives, manage escalations, monitor service levels, coach staff, conduct quality assurance reviews and act as the primary operational escalation point after hours.
You'll work closely with our Operations Manager and General Manager and have genuine input into operational decisions, process improvements and the ongoing development of the business.
While leadership is the primary focus of the role, there will still be times where you'll jump into the queue and assist with customer interactions when operationally required.




What You'll Be Doing
• Leading and supporting a team of Customer Service Representatives
• Providing real-time assistance and direction during live customer interactions
• Managing guest, client and operational escalations
• Conducting quality assurance reviews and coaching sessions
• Managing employee performance and development
• Participating in recruitment, onboarding and training activities
• Building and maintaining strong relationships with our clients
• Identifying opportunities for operational improvement
• Acting as the senior operational decision maker during your shift
• Assisting with customer interactions when required
About You
To be successful in this role you'll need demonstrated leadership experience within a contact centre environment.
This is not a role suited to hospitality managers, resort managers or supervisors from other industries who have not previously led contact centre teams.
We're looking for someone who:
• Has a minimum of three years' experience leading contact centre teams
• Has experience coaching and developing frontline staff
• Is comfortable managing performance and difficult conversations




• Can remain calm and make sound decisions under pressure
• Builds strong relationships with both customers and colleagues
• Takes ownership and accountability for outcomes
• Is confident working independently
• Wants to be part of a small team where their contribution genuinely matters
Working Arrangements
This is a full-time permanent position operating on a rotating after-hours roster.
The role is primarily work from home, however attendance at our Gold Coast office will generally be required once per fortnight, together with occasional additional attendance for meetings, training or operational requirements.
Typical shifts include:
Monday to Friday: 4:00pm to Midnight
Weekend shifts between 8:00am and Midnight
Applicantsmustreside within reasonable traveling distance of the Gold Coast.
What We Offer
• Work from home flexibility
• A genuine leadership role with real authority and accountability
• Direct access to senior management
• The prospect to influence systems, processes and operational direction
• A supportive and highly experienced leadership team
• A stable and growing Australian business
If you're an experienced contact centre leader looking for a role where you can make a genuine impact and be trusted to run the operation, we'd love to hear from you.
Please provide a cover letter detailing your 3 years Operational Team Leader experience and how that experience would fit within this role.

📌 After Hours Contact Centre Operations Team Leader (Gold Coast)
🏢 OPUS Contact Centre Solutions
📍 Gold Coast