About HCA:
Now in our 51st year, as an employer today we focus on our people to ensure a great home/work life balance. 
We play a crucial role in shaping the future of Healthcare in Australia; we offer opportunities to further your career, and we enjoy a working environment where our employees feel valued.

Join Healthcare Australia (HCA), Australia’s largest specialist healthcare workforce provider!  We’re a dynamic and diverse healthcare workforce  provider with a strong presence in nursing, community, medical, allied sectors and government projects across all Australian states.

About the Role:
We are seeking an experienced and dynamic After-Hours Call Centre Operations Manager to lead and optimise the performance of our dedicated after-hours team, responsible for the allocation of Healthcare Workers nationally.This is a critical role in ensuring exceptional customer service, effective workforce management, and a high-performing team culture.

Based in Adelaide City, this role oversees a team 16 consultants working on a 7-day rotating roster, providing 24/7, 365-day service.  There is flexibility around hours as the role demands—for example, 2 PM to 3 AM Sunday to Thursday, depending on busy days and operational needs.

Key Responsibilities:

• Oversee daily operations of the after-hours call centre, ensuring efficient and professional handling of customer interactions.
• Lead, mentor, and develop the team to achieve and exceed performance goals.
• Design and implement training programs to upskill staff and enhance customer service capabilities.
• Manage rostering and workforce planning, ensuring optimal staff coverage while maintaining operational efficiency.
• Develop and maintain strong relationships with key internal and external stakeholders to ensure seamless service delivery.
• Monitor and analyse call centre performance metrics, providing insights and recommendations for continuous improvement.
• Work within and manage operational budgets, collaborating with finance teams on forecasting and cost control.
• Drive recruitment efforts, building and onboarding a strong team aligned with business needs.
• Ensure meticulous attention to detail in reporting, compliance, and operational processes.
• Act as the primary point of contact for after-hours operations, addressing concerns and escalating issues as required.

About You: To be successful in this role, you will have:

• Proven experience in customer service, with the ability to train and uplift staff capabilities.
• Strong people management skills, fostering a positive and engaged team culture.
• Experience in rostering and workforce management within a high-demand environment.
• The ability to work within and manage budgets, ensuring financial efficiency.
• Excellent stakeholder engagement skills, building strong internal and external relationships.
• A high level of attention to detail, ensuring accuracy in reporting and operational processes.
• Recruitment experience, with the ability to attract, hire, and build a strong, high-performing team.

Why Join Us? Join a critical and fast-paced environment where your leadership directly impacts success. Work alongside a dedicated team committed to delivering top-tier service 24/7, with the opportunity to shape and develop after-hours operations in a growing organisation. Enjoy a convenient  location in beautifully appointed offices in Adelaide City.
  
If you’re a proactive leader with a passion for customer service, team development, and operational excellence, we’d love to hear from you!
  
Our Culture:

We work together as a team, we never forget that we’re people-focused, and we respect relationships with each other.  
HCA provides a flexible and inclusive workplace culture where you have access to excellent benefits, including access to extra leave with a day off for your birthday plus a rewards and benefits platform.  
We are focused on the continual growth and development of our team. This is supported by an exceptional education assistance program that’s accessible by all staff. 

Please apply with your current CV and cover Letter.
   
At HCA we are committed to embracing diversity and committed to providing a safe working environment.
  
Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine.  The requirement for vaccination is based on the role and site where services are being provided.    If you have any questions or concerns, please contact the hiring manager.                          

To learn more about HCA:
www.healthcareaustralia.com.au

Only short listed candidates will be contacted