Care Workforce Operations Leader

CCInternational Recruitment

Sydney

On-site

AUD 120,000 - 160,000

Full time

9 days ago

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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