Supervisor On Call / Scheduling Department
Are you passionate about delivering exceptional customer service while driving efficiency and progress in every interaction? In this role, you will be at the forefront of managing client and employee engagements, ensuring each inquiry moves smoothly through the process with timely follow-ups and minimal delays.
We are looking for a proactive and results-driven professional with strong supervision and people management skills. You will play a key role in strengthening our On-call/Scheduling department by identifying and building relationships, negotiating care solutions, and finalising agreements and amendments that help make a difference.
This is an ideal opportunity for an excellent communicator who thrives in a fast-paced environment and enjoys problem-solving. If you have strong leadership skills, a passion for delivering exceptional service, and a commitment to continuous improvement, we would love to hear from you.
Key Responsibilities
1. Lead a team of National On-Call Care Coordinators to meet business needs.
2. Grow the skill base of Care Call Coordinators.
3. Respond promptly and professionally to client and carer inquiries via phone, email, and chat.
4. Resolve queries efficiently while maintaining high client satisfaction.
5. Maintain and update client records and schedules.
6. Maintain all aspects of staff scheduling while adhering to employment law, regulations, and staffing guidelines.
7. Prioritise tasks, manage multiple responsibilities, and meet KPIs.
8. Provide clear, accurate communication in both written and verbal English.
9. Collaborate across teams to resolve issues and improve processes.
10. Participate in meetings, share insights, and contribute to a positive team culture.
11. Maintain client confidentiality and adhere to compliance standards.
12. Support projects and perform other duties as needed.
13. Support team with workload during peak times of the week.
14. Weekend work will include a minimum of 1 weekend in 4 and when operationally required.
Requirements
1. Ideal candidate has Supervisory Management - Degree / Diploma Office Administration.
2. Strong organisational skills and attention to detail.
3. Excellent communication and interpersonal skills.
4. Experience in Healthcare or Customer Service Roles (preferred).
5. Ability to multitask and manage time effectively.
6. Ability to work independently.
7. Knowledge of the One Touch scheduling system preferred.
8. Previous 2-year experience in a supervisory capacity, working in an office environment.
Key Activities
1. Staff supervision and training.
2. Respond to questions and inquiries from employees and managers.
3. Work collaboratively with managers on scheduling issues.
4. Office administration and staff growth.
5. Weekly/monthly reporting.
6. Staff scheduling and managing team annual leave and absence.
7. Maintain staff schedules in accordance with employment law requirements and HR policies/procedures.
8. Compile statistical reports for managers.
9. Input/update employee information in scheduling programs.
10. Provide occasional guidance to the primary function of others including training.
11. Collect, verify, enter Client referral information.
12. Informs payroll office of any pay code and/or staff changes.
13. Identify errors and make corrections.
14. Assist employees in connecting to Online App systems.
15. Perform general office duties (e.g., orders supplies, photocopies, shreds, provides reception/telephone services, processes mail, files).
Benefits
1. Competitive salary.
2. A positive and collaborative work environment.
3. A dynamic and inclusive workplace that values work-life balance.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
Industries
Services for the Elderly and Disabled