Duty Manager / Call Centre Manager (Evenings & no weekends)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 business providing professional after-hours customer service support to organisations requiring seamless coverage outside their standard operating hours.This is an interesting opportunity for an experienced Duty Manager, Front Office Manager, Customer Service Manager or Contact Centre Leader who enjoys leading people, managing service delivery and taking responsibility for an operation.
Previous contact centre experience is advantageous, but not essential - training can be provided for an experienced operational leader with strong transferable skills.BenefitsNo weekend workSalary negotiable depending on experienceFull-time, permanent positionFlexible working structure combining daytime administration and evening operational presenceEstablished business with over ten years of successful operationStable, supportive culture with high staff retentionLead an established team of Operators and Team LeadersOpportunity to contribute to SOPs, systems and process improvementContact centre operational training available for the right personThe RoleThis business provides after-hours customer service support on behalf of its clients.
When their own frontline teams finish for the day, the contact centre effectively becomes an extension of their business - managing inbound enquiries and ensuring their customers continue to receive a professional and responsive service.As the Manager, you will take responsibility for the evening operation,



leading a rostered team of Contact Centre Operators and Team Leaders while ensuring service standards, client expectations and operational KPIs are consistently achieved.This is not a sales environment.
The focus is inbound customer service, people leadership and operational delivery.Duties includeLeading, coaching and supporting Team Leaders and Contact Centre OperatorsOverseeing day-to-day contact centre operations and service deliveryMonitoring call volumes, service levels, workloads and performanceAdjusting workflows and resourcing when operational requirements changeManaging customer and client escalationsMonitoring KPIs and addressing performance issuesConducting call listening and quality reviewsManaging recruitment, onboarding and workforce planningCoordinating training and ongoing employee developmentReviewing and improving SOPs, systems and operational processesMaintaining strong relationships with external clientsSupporting the onboarding of new clientsEnsuring accurate information and communication flows through internal systemsApplicant RequirementsWe are open-minded about where you have developed your operational leadership experience.You may already be working within a contact centre, or you may come from hotels, hospitality, front office, guest services or another high-volume service environment where you have been responsible for people,



customers and operational delivery.You will ideally bring:Demonstrated experience leading a frontline customer service teamStrong people management, coaching and engagement skillsExperience managing rosters, workloads and competing operational prioritiesConfidence handling customer complaints and escalationsA calm and measured approach to decision-makingStrong problem-solving skills and the ability to respond to issues in real timeA structured, process-driven approachExperience working with or developing SOPs and proceduresStrong client and stakeholder relationship skillsConfidence learning new systems and technologyA genuine commitment to delivering high-quality customer servicePrevious contact centre leadership and telephony system experience would be highly regarded, but are not essential.
For the right operational leader, the contact centre environment and systems can be taught.Hours & Working StructureThe contact centre operates from 4:00pm Monday to Friday, with separate weekend and overnight coverage already in place.You will not be required to work weekends.Regular evening presence is an important part of the role, as this is when the core operation and team are active.
However, there is flexibility around how your 38-hour working week is structured.If you are an experienced Duty Manager, hospitality leader or contact centre skilled looking for a stable leadership opportunity where your skills can transfer into a different environment, we would welcome your application.Due to number of applications we are unable to respond to every application, shortlisted applicants will be contacted.
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📌 Duty Manager / Call Centre Manager (Evenings & No Weekends) (Gold Coast)
🏢 The Recruitment People
📍 Gold Coast