Join a growing national healthcare and community services provider delivering in-home aged care, disability support, nursing and other healthcare services. This is a client-side operational role within the organisation responsible for directly coordinating and delivering care.

Leading approximately 30 employees through three direct reports, you’ll oversee workforce scheduling and planning, operations for a large casual care workforce, and a centralised contact centre currently being established.

Key Responsibilities

- Lead workforce operations across scheduling, workforce planning, service coordination and contact centre functions
- Manage approximately 30 employees through three functional leaders
- Establish and optimise the centralised contact centre, including workflows, service standards and performance measures
- Align workforce availability, capability and deployment with changing client demand
- Oversee workforce pipelines, onboarding, screening, credentialling and deployment
- Ensure field employees are scheduled effectively to maintain reliable client coverage
- Monitor fill rates, response times, workforce utilisation, service coverage and retention
- Strengthen coordination between recruitment, workforce operations and service delivery teams
- Use workforce data to identify capacity constraints, performance trends and emerging risks
- Improve systems, processes and digital workflows to support efficient, scalable operations




- Manage workforce issues and escalations while minimising disruption to clients
- Maintain compliance, data integrity and audit readiness across workforce functions
- Build team capability and create a culture of accountability and continuous improvement

Skills & Experience

- Significant operational leadership experience within a complex, high-volume workforce environment
- Solid experience in workforce management, scheduling and resource planning
- Experience leading contact centre, shared services or centralised service coordination functions
- Demonstrated success leading large, multidisciplinary teams through managers or team leadersStrong understanding of workforce supply, utilisation, service coverage and performance management
- Experience improving operational systems, workflows and reporting
- Confidence using data and performance indicators to support workforce planning and decision-making
- Sound commercial judgement, including an understanding of workforce costs and operational efficiency
- Excellent communication, stakeholder management and change leadership skills
- Experience in aged care, disability, home care, healthcare or another regulated service environment will be highly regarded
- Tertiary qualifications in business, human resources, health administration, community services or a related discipline
- Ability to meet relevant screening, credentialling and compliance requirements

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📌 Workforce Operations Manager, Sydney (New South Wales)
🏢 Ccinternational Recruitment
📍 New South Wales