Job Description
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.
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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.
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Key Responsibilities
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Lead workforce operations across scheduling, workforce planning, service coordination and contact centre functions
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Manage approximately 30 employees through three functional leaders
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Establish and optimise the centralised contact centre, including workflows, service standards and performance measures
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Align workforce availability, capability and deployment with changing client demand
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Oversee workforce pipelines, onboarding, screening, credentialling and deployment
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Ensure field employees are scheduled effectively to maintain reliable client coverage
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Monitor fill rates, response times, workforce utilisation, service coverage and retention
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Strengthen coordination between recruitment, workforce operations and service delivery teams
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Use workforce data to identify capacity constraints, performance trends and emerging risks
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Improve systems, processes and digital workflows to support efficient, scalable operations
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Manage workforce issues and escalations while minimising disruption to clients
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Maintain compliance, data integrity and audit readiness across workforce functions
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Build team capability and create a culture of accountability and continuous improvement
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Skills & Experience
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Significant operational leadership experience within a complex, high-volume workforce setting
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Strong experience in workforce management, scheduling and resource planning
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Experience leading contact centre, shared services or centralised service coordination functions
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Demonstrated success leading large, multidisciplinary teams through managers or team leadersStrong understanding of workforce supply, utilisation, service coverage and performance management
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Experience improving operational systems, workflows and reporting
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Confidence using data and performance indicators to support workforce planning and decision-making
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Sound commercial judgement, including an understanding of workforce costs and operational efficiency
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Excellent communication, stakeholder management and change leadership skills
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Experience in aged care, disability, home care, healthcare or another regulated service environment will be highly regarded
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Tertiary qualifications in business, human resources, health administration, community services or a related discipline
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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