Care Workforce Operations Leader

CCInternational Recruitment; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

CCInternational Recruitment is seeking an experienced Head of Workforce Operations to oversee scheduling, planning and a centralised contact centre for a national healthcare and community services provider in Australia. You will lead a ~30-strong team through three functional leaders, optimise workflows, and ensure compliant, high‑quality service delivery.

This role focuses on optimizing staff availability, credentialing, and performance.

Qualifications

• Significant operational leadership experience in a high-volume workforce
• Strong skills in workforce scheduling and resource planning
• Experience leading contact centre or centralised service functions
• Proven ability to use data and KPIs to drive decisions
• Understanding of workforce costs and efficiency
• Excellent communication and stakeholder management abilities
• Experience in aged care, disability, home care or regulated services is valued

Responsibilities

• Lead workforce operations across scheduling, planning, service coordination and contact centre
• Manage ~30 employees through three operational leaders
• Establish and optimise centralised contact centre workflows, standards and KPIs
• Align availability and deployment with client demand
• Oversee onboarding, credentialing and deployment of workforce
• Ensure field staff are scheduled to maintain client coverage
• Monitor fill rates, response times and service coverage
• Coordinate recruitment, operations and service delivery teams
• Use data to identify capacity constraints and risks
• Improve systems and digital workflows for scalable operations
• Handle workforce escalations with minimal client disruption
• Maintain compliance, data integrity and audit readiness
• Build capability and a culture of accountability and continuous improvement

Skills

Operational leadership

Workforce management

Contact centre leadership

Data-driven decisions

Performance management

Stakeholder management

Change leadership

Regulated services knowledge

Education

Tertiary qualification in business/HR/health admin/community services

Job description

CCInternational Recruitment is seeking an experienced Head of Workforce Operations to oversee scheduling, planning and a centralised contact centre for a national healthcare and community services provider in Australia. You will lead a ~30-strong team through three functional leaders, optimise workflows, and ensure compliant, high‑quality service delivery.

This role focuses on optimizing staff availability, credentialing, and performance.