Workforce Operations Manager, Sydney

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

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
• Strong 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