About CPE Group

CPE Group is a family-owned Government approved Home Care Provider and for more than 27 years we have been caring for clients throughout the Perth Metro area. We provide the highest level of professional care supported by strong operational management, governance, compliance and continuous improvement across multiple client groups including Aged Care, Veteran's Affairs, Disability and Private Care.

Our core values of understanding, kindness and respect are founded on the care we would expect for our own family should they need support at home, and we are dedicated to providing this same care to each one of our clients.

We now have an exciting opportunity for an experienced, enthusiastic and motivated professional who shares this commitment to join our team as Contact Team / Scheduling Manager.

We are located at Garden Office Park in Osborne Park, in a contemporary office close to public transport with onsite parking. Facilities include complimentary access to a gym, tennis court and swimming pool, as well as an onsite café.

About the role

We are looking for an experienced, hands-on Contact Team / Scheduling Manager to lead our busy Contact and Scheduling Team at our Osborne Park office.

Reporting directly to the Managing Director, you will have overall responsibility for the day-to-day operations, performance and continuous improvement of our scheduling and contact team functions.

This is a management position requiring someone who is equally comfortable leading a team and being actively involved in daily scheduling operations. You will take ownership of workforce utilisation, scheduling efficiency, service coverage and team performance while ensuring that client needs remain at the centre of our service delivery.

You will play a key role in identifying and implementing opportunities to improve scheduling practices, reduce unnecessary gaps between services, minimise unfilled shifts, maximise staff utilisation and ensure services are allocated efficiently and effectively. You will take a proactive approach to addressing staffing shortages and improving shift coverage to ensure continuity of care, minimise service disruptions and achieve consistently high standards of service delivery.

Working closely with our Care Management, People & Culture and senior leadership teams, you will contribute to operational planning, workforce requirements and ongoing improvements across the business.

We are looking for a confident and proactive manager who can make decisions, solve problems, lead by example and take accountability for delivering results.

Key responsibilities

- Lead, manage and support the Contact and Scheduling Team, ensuring effective daily operations, clear responsibilities and high standards of performance.





- Maintain a hands-on involvement in scheduling, responding to enquiries, managing changes and resolving complex operational issues.

- Oversee the effective allocation of Support Workers to client services, ensuring appropriate matching, continuity of care and efficient scheduling.

- Monitor and improve workforce utilisation, including reducing gap hours, managing top-up hours and maximising available Support Worker capacity.

- Ensure all available shifts are managed proactively, with a robust focus on minimising unfilled services and service disruptions.

- Manage short-notice cancellations, staff absences, changes in availability and urgent scheduling requirements.

- Oversee incoming telephone calls, emails and client enquiries, ensuring prompt, professional and effective communication.

- Establish transparent performance expectations and provide ongoing leadership, coaching, training and performance management to team members.

- Develop, implement and monitor scheduling processes, procedures and operational improvements.

- Monitor scheduling accuracy, service confirmations, shift completion and effective use of TurnPoint.

- Prepare and present regular operational reports to the Managing Director, including staffing utilisation, gap hours, unfilled shifts, cancellations and scheduling performance.

- Analyse operational data, identify trends and recommend practical improvements to service delivery and workforce efficiency.

- Work closely with People & Culture to identify recruitment requirements, staffing shortages, workforce availability and performance concerns.

- Collaborate with Care Managers to ensure client requirements, service changes and continuity of care are appropriately managed.

- Ensure accurate and timely recording of scheduling information, incidents, complaints and relevant communications.

- Oversee Support Worker leave requests and operational coverage requirements.

- Support compliance with relevant employment conditions, organisational policies and service delivery requirements.

- Take ownership of operational challenges and escalate significant risks or concerns to the Managing Director where appropriate.

About you

You will have:

- Demonstrated experience in a senior scheduling, rostering, contact centre or operational management position.

- Proven experience leading and managing teams, including coaching, performance management and staff development.





- Robust understanding of workforce scheduling, resource allocation and operational efficiency.

- A practical, hands-on management style with the ability to lead by example.

- Excellent problem-solving, decision-making and conflict-resolution skills.

- Strong analytical skills and the ability to interpret operational data and performance reports.

- Excellent communication and interpersonal skills, with the confidence and ability to engage effectively with staff, senior management and clients, including Older Australians and NDIS participants who rely on our services for essential care and support. Demonstrated empathy, patience and understanding, with a genuine commitment to ensuring clients feel valued, respected and supported, and that their individual needs remain at the centre of service delivery.

- Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.

- Demonstrated experience improving operational processes, systems and team performance.

- A high level of accountability, initiative and attention to detail.

- Advanced computer literacy and experience using scheduling, rostering and client management systems.

- A positive, professional and collaborative approach to leadership.

Experience in aged care, disability services, community care or other service-based industries involving complex workforce scheduling will be highly regarded.

Experience using TurnPoint or similar client management and scheduling systems would be advantageous.

We offer you

- Permanent, full-time position with a rapidly expanding Home Care Provider.

- Management role reporting directly to the Managing Director.

- The opportunity to lead and develop an established Contact and Scheduling Team.

- A hands-on leadership position with genuine ownership of scheduling operations, workforce efficiency and service delivery performance.

- The opportunity to influence operational decisions, improve processes and contribute to the continued growth of the business.

- Supportive, values-driven team and a vibrant work environment.

- Modern office in the beautiful Garden Office Park.

- Competitive salary package + superannuation + onsite parking.

- Complimentary use of onsite gym, swimming pool and tennis court.

- 24/7 EAP for you and your immediate family.

- Professional development opportunities.

Above all, we are looking for someone who will share our commitment to supporting our clients with understanding, kindness and respect.

If you are an experienced manager who enjoys leading people, improving operational performance and remaining actively involved in the day-to-day running of a busy scheduling team, we would love to hear from you.

📌 Contact Team / Scheduling Manager (Osborne Park)
🏢 CPE Group
📍 Osborne Park