The posting
Work Schedule
- 6 days per week, with Fridays off.
- Monday: 5:00 AM–9:00 AM AU Time
- Tuesday–Thursday: 5:00 PM–12:00 AM AU Time
- Saturday–Sunday: 5:00 AM–1:00 PM AU Time
Our client is seeking a highly organised, proactive and results-driven After-Hours Operations Consultant to support our fast-paced labour hire operations.
This role is responsible for managing workforce requirements outside standard business hours, ensuring client shifts are filled, employee absences are promptly backfilled, rosters remain accurate and operational disruptions are managed efficiently.
The successful candidate will be the primary point of contact for clients and employees during their allocated hours, taking ownership of urgent staffing requests, last-minute cancellations, sick calls and roster changes.
Working across a high-volume, time-sensitive environment, the After-Hours Operations Consultant must demonstrate exceptional communication skills, strong problem-solving abilities and the capacity to make quick, effective decisions under pressure.
The primary objective of this position is to maximise shift fulfilment, minimise unfilled shifts and maintain continuity of service across all client sites.
Key Responsibilities
Shift Fulfilment & Workforce Coverage
- Proactively manage and fill outstanding shifts across multiple client sites.
- Respond immediately to urgent staffing requests, last-minute bookings and changes to client requirements.
- Source available and suitably qualified employees to cover unfilled shifts.
- Contact and allocate employees to available shifts, ensuring all bookings are confirmed.
- Prioritise critical shifts and high-volume client requirements to minimise operational disruptions.
- Monitor upcoming shifts and identify potential staffing shortfalls before they occur.
- Escalate any shifts at risk of remaining unfilled to the relevant Operations Manager.
- Maintain a strong focus on achieving maximum shift fulfilment and client satisfaction.
Sick Calls, Absences & Emergency Backfilling
- Act as the first point of contact for employees reporting sick, running late or unable to attend their scheduled shifts.
- Take immediate action to source replacement employees for unexpected absences.
- Notify clients of absences and provide regular updates on replacement arrangements.
- Maintain accurate records of sick calls, no-shows, cancellations and replacement bookings.
- Follow up with employees who fail to attend shifts or cannot be contacted.
- Ensure all absence-related information is accurately recorded and communicated to the relevant teams.
- Escalate repeated attendance or reliability concerns to management.
Rostering & Workforce Coordination
- Manage and update employee rosters within the company's workforce management system.
- Process roster changes, shift swaps, cancellations and additional bookings.
- Ensure employees receive accurate shift details, including start times, locations and reporting instructions.
- Monitor employee availability and allocate shifts accordingly.
- Ensure employees are not double-booked or allocated conflicting shifts.
- Review rosters to identify gaps, potential coverage issues and opportunities to improve workforce utilisation.
- Ensure roster allocations comply with applicable fatigue management, rest break and working-hour requirements.
- Maintain accurate and up-to-date rostering information for the incoming operations team.
Client & Employee Communication
- Provide professional, responsive support to clients and employees outside standard business hours.
- Respond promptly to phone calls, emails and urgent operational enquiries.
- Maintain regular communication with clients regarding staffing requirements, cancellations and shift coverage.
- Confirm shift allocations and changes directly with employees.
- Manage difficult conversations professionally, particularly when dealing with urgent staffing shortages.
- Build positive working relationships with employees to encourage shift acceptance, reliability and ongoing engagement.
- Ensure all communication is clear, accurate and documented where required.
Operational Monitoring & Problem Solving
- Actively monitor operational requirements throughout the shift.
- Identify and resolve staffing issues before they impact client operations.
- Manage multiple competing priorities across different clients and locations.
- Make timely decisions regarding employee allocation and replacement coverage.
- Escalate significant operational incidents, client complaints or workforce shortages.
- Liaise with management where additional support or authorisation is required.
- Maintain a solution-focused approach in a fast-paced, high-pressure environment.
Compliance & Workforce Management
- Ensure employees are appropriately inducted, trained and compliant before being allocated to shifts.
- Verify that employees hold the necessary licences, qualifications and site-specific clearances.
- Follow established procedures relating to employee fatigue management and safe working hours.
- Ensure employees are allocated only to approved client sites and positions.
- Maintain accurate employee attendance, availability and shift records.
- Report any safety incidents, employee injuries or significant compliance concerns in accordance with company procedures.
Reporting & Operational Handover
- Maintain accurate records of all after-hours staffing activity.
- Provide a comprehensive handover to the daytime Operations Team.
- Report outstanding shifts, unfilled requirements, sick calls, no-shows and employee attendance concerns.
- Document significant client communications and operational incidents.
- Highlight recurring staffing shortages and workforce availability issues.
- Ensure unresolved matters are clearly communicated for follow-up.
- Contribute to ongoing improvements in rostering processes, workforce utilisation and shift fulfilment.
Skills & Experience
Essential:
- Previous experience in labour hire, recruitment, workforce coordination, rostering or a similar fast-paced operational environment.
- Strong organisational and time management skills.
- Ability to manage high volumes of calls, messages and staffing requests simultaneously.
- Excellent verbal and written communication skills.
- Ability to remain calm and make sound decisions under pressure.
- Strong attention to detail and ability to maintain accurate records.
- Confidence working independently and taking ownership of operational issues.
- Proactive approach to problem-solving and shift fulfilment.
- Strong computer literacy and ability to learn workforce management systems quickly.
- Flexibility to work evenings, weekends and public holidays as required.
Highly Desirable:
- Previous experience within a high-volume labour hire agency.
- Experience managing casual workforces across multiple clients.
- Exposure to aviation, logistics, warehousing, transport or industrial labour hire.
- Experience using FoundU or similar rostering and workforce management platforms.
- Understanding of fatigue management, employee availability and shift allocation requirements.
- Experience managing urgent staffing requirements and last-minute cancellations.
Personal Attributes
The ideal candidate will be:
- Highly responsive: Understands that urgent staffing requests require immediate action.
- Proactive: Identifies potential staffing issues before they become operational problems.
- Resilient: Performs effectively under pressure and manages competing priorities.
- Accountable: Takes ownership of shift fulfilment and follows issues through to resolution.
- Resourceful: Finds practical solutions when faced with difficult staffing requirements.
- Organised: Maintains accurate records and manages multiple rosters simultaneously.
- Confident: Comfortable communicating with clients, employees and management.
- Reliable: Understands the importance of availability and responsiveness in an after-hours role.
- Results-driven: Motivated to achieve high fulfilment rates and deliver excellent service.
Working Environment
This is a fast-paced, operationally focused role supporting a labour hire business operating across multiple client sites and industries.
Staffing requirements can change with very little notice, and the successful candidate must be comfortable managing unexpected absences, urgent client requests and competing operational priorities.
The role requires someone who can work autonomously, exercise sound judgement and maintain a strong sense of urgency.
Position Objectives
The After Hours Operations Consultant plays a critical role in ensuring business continuity and maintaining client confidence outside standard office hours.
Success in this position will be demonstrated through:
- Consistently high shift fulfilment rates.
- Reduced unfilled shifts and operational disruptions.
- Fast and effective replacement of absent employees.
- Accurate rostering and workforce allocation.
- Strong client and employee communication.
- Effective management of urgent operational issues.
- Clear, comprehensive handovers to the daytime Operations Team.
Above all, this position requires someone who takes ownership, acts with urgency and understands that every unfilled shift has a direct impact on our clients' operations.
