Role Description As the Workforce Scheduling Team Leader, you will lead the coordination of our workforce scheduling function, ensuring our frontline teams have the support and structure needed to deliver safe, consistent services. - Lead workforce scheduling across Supported Independent Living and Community Services. - Develop and maintain effective master rosters using ShiftCare. - Coordinate workforce availability, leave, service changes and roster adjustments. - Ensure scheduling practices align with the SCHADS Award, Fair Work requirements and organisational policies. You will work closely with participants, families, operational leaders and support teams to maintain reliable service delivery and positive workforce experiences. Qualifications - Experience coordinating workforce scheduling within disability services. - Demonstrated experience creating and managing complex master rosters. - Strong knowledge of the SCHADS Award, rostering and workforce compliance requirements. - Experience using ShiftCare. Requirements - Experience rostering Supported Independent Living (SIL). - Leadership, coaching or mentoring experience. - Understanding of NDIS Practice Standards, committed to supporting participant outcomes. Benefits - The opportunity to lead improvements that strengthen workforce wellbeing and participant outcomes. - Ongoing professional development and support from a collaborative leadership team. - A role where your ideas, expertise and decisions directly contribute to better services. - Every roster you create helps ensure participants receive consistent support while helping our teams feel valued, prepared and connected.

• Oversee day-to-day operations and governance of the US Medical Contact Center vendor. • Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements. • Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness. • Manage budgets, forecasting, resource planning, SOWs, and operational governance. • Partner with internal stakeholders to align contact center strategy with evolving business needs. • Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement. • Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email • Accurately document call information in database • Update customer with service status and call completion information • Solicit client/customer feedback to improve customer service • Troubleshoot a variety of service tickets to determine best resolution for issues and client requests • Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis • Assist Field Service Technicians with service tickets, lock access, or other various workload issues • Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians • Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging) • Communicate essential information to co-workers and other departments • Coordinate with Field Service to provide timely updates to clients on open service calls • Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients • Stay current with emails, procedural updates, and call handling documentation • Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki • Assign the appropriate Managed Source technician to MS tickets by determining tier status

• Contactar a clientes que ya cuentan con servicios hogar para ofrecerles mejoras en sus planes de internet, cable y telefonía, brindándoles mayores beneficios y una mejor experiencia con el servicio.