About ACH Group At ACH Group, we believe in supporting older people to live good lives. For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we’re able to create good lives for our customers. With purpose led roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers. We are seeking an experienced leader with strong change capability to transform and optimise workforce scheduling through best-practice use of the scheduling platform, driving improved customer and workforce outcomes. About the Role As Scheduling Team Leader, you will lead a high-performing scheduling function responsible for the efficient deployment of workforce services. This role is pivotal in driving scheduling optimisation, embedding performance discipline and leading change initiatives that improve customer outcomes and workforce utilisation. You will combine operational leadership with a coaching mindset, ensuring your team delivers exceptional service while continuously improving systems, processes and performance. Key Responsibilities Customer Experience Drive a responsive solution-focused customer experience Ensure scheduling decisions align to customer needs and service delivery standards. Promote a culture focused on customer and service excellence. Operational Leadership Lead day-to-day scheduling operations across a complex service environment Champion best-practice use and optimisation of our scheduling system (Skedulo) Monitor scheduling performance, visit allocation, sick leave coverage and service fulfilment Drive continuous improvement and change initiatives to improve workforce utilisation and service efficiency Manage escalations and ensure service continuity Performance, KPIs & Delivery Set, monitor and driveindividual and team KPI performance Track service level targets, workforce utilisation, scheduling efficiency and customer outcomes Use data and insights to identify trends, risks and improvement opportunities Lead performance accountability and embed a results-driven culture Stakeholder Engagement Partner with frontline leaders to align workforce supply with demand Monitor agency usage and drive strategies to maximise internal workforce utilisation Support onboarding and workforce capacity planning Team Leadership & Development Lead, coach and develop a team of 10–30 staff Drive capability uplift in scheduling, systems and service delivery Lead team throughoperational and system change Manage workforce planning, performance and leave Foster a resilient, collaborative and high-performance team culture About You You are a strong operational leader who thrives in fast-paced environments and can lead teams through change while delivering measurable performance outcomes. You will demonstrate: Proven leadership experience in scheduling, workforce planning, contact centre or operational environments Deep expertise in complex scheduling systems Strong experience in change management and process optimisation Demonstrated ability to set and deliver against KPIs and service level targets Strong rostering and workforce utilisation knowledge Exceptional stakeholder engagement and communication skills Ability to manage competing priorities and remain calm under pressure A continuous improvement and data-driven mindset Experience coaching and developing teams through change Desirable: Undergraduate qualification in Human Services, Health Services, Business or related field Knowledge of aged care service delivery Strong database or call centre systems experience Compliance Requirements National Criminal History Check (no older than 12 months) Current Australian Driver’s Licence Why Join ACH Group? At ACH Group, we celebrate diversity and welcome everyone as individuals. We respect and acknowledge all cultural backgrounds, religious and spiritual beliefs, sexual orientation and gender identity. This is an opportunity to lead a team that directly contributes to helping older people live the life they choose — where and how they choose to live it. If you are passionate about leadership, operational excellence and customer experience, we would love to hear from you.
