Duty Manager / Call Centre Manager (Evenings & no weekends)

The Recruitment People; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

No weekend work

Salary negotiable

Full-time position

Flexible hours

Team leadership

SOP/process improvement training

Job summary

The Recruitment People are recruiting for an experienced Duty Manager / Call Centre Manager to lead an after-hours contact centre operation on the Gold Coast, now for a larger, established client base. The role focuses on people leadership, service delivery and KPI attainment, with training provided for transferable leadership experience.

Working evenings with no weekend work, you will manage a rostered team of Operators and Team Leaders, driving performance and continuous improvement across

Qualifications

• Demonstrated experience leading a frontline customer service team
• Strong people management and coaching skills
• Experience with rostering and workload management
• Ability to handle customer escalations calmly and effectively

Responsibilities

• Lead and coach Team Leaders and Contact Centre Operators
• Oversee day-to-day contact centre operations and service delivery
• Monitor call volumes, service levels and performance KPIs
• Adjust workflows and resources as required by activity
• Manage customer and client escalations and ensure timely resolutions
• Review and improve SOPs, systems and processes
• Support onboarding of new clients and new staff

Job description

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.

• Salary negotiable depending on experience
• Flexible working structure combining daytime administration and evening operational presence
• Established business with over ten years of successful operation
• Stable, supportive culture with high staff retention
• Lead an established team of Operators and Team Leaders
• Opportunity to contribute to SOPs, systems and process improvement
• Contact centre operational training available for the right person

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.

Benefits:

• No weekend work
• Salary negotiable depending on experience
• Full-time, permanent position
• Flexible working structure combining daytime administration and evening operational presence
• Established business with over ten years of successful operation
• Stable, supportive culture with high staff retention
• Lead an established team of Operators and Team Leaders
• Opportunity to contribute to SOPs, systems and process improvement
• Contact centre operational training available for the right person

The Role

This 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 include:

• Leading, coaching and supporting Team Leaders and Contact Centre Operators
• Overseeing day-to-day contact centre operations and service delivery
• Monitoring call volumes, service levels, workloads and performance
• Adjusting workflows and resourcing when operational requirements change
• Managing customer and client escalations
• Monitoring KPIs and addressing performance issues
• Conducting call listening and quality reviews
• Managing recruitment, onboarding and workforce planning
• Coordinating training and ongoing employee development
• Reviewing and improving SOPs, systems and operational processes
• Maintaining strong relationships with external clients
• Supporting the onboarding of new clients
• Ensuring accurate information and communication flows through internal systems

Applicant Requirements

We 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 team
• Strong people management, coaching and engagement skills
• Experience managing rosters, workloads and competing operational priorities
• Confidence handling customer complaints and escalations
• A calm and measured approach to decision-making
• Strong problem-solving skills and the ability to respond to issues in real time
• A structured, process-driven approach
• Experience working with or developing SOPs and procedures
• Strong client and stakeholder relationship skills
• Confidence learning new systems and technology
• A genuine commitment to delivering high-quality customer service

Previous 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 Structure

The 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 professional 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.