Client Operations Specialist (Onsite Rostering & Workforce Support)

About the Team

Equity Connect Outsourced (ECO) builds high-performing offshore teams that help businesses scale with speed, structure, and care. We partner with clients across functions and industries to provide dependable, skilled support that strengthens operations and unlocks growth.

As ECO continues to expand, we are building a central Client Operations Team that supports multiple Australian businesses across different industries, systems, and operational environments.

Our Client Operations Specialists are trained across client processes and become trusted operational partners who help keep services running when plans change, staffing issues arise, or urgent support is required.

The Role (Your Day-to-day)

As a Client Operations Specialist – Rostering & Workforce Support, you will help ensure that client operations continue running smoothly, particularly during Australian after-hours periods.

Your initial responsibilities will include supporting workforce rostering, responding to unplanned staff absences, finding suitable replacement employees, restructuring rosters, and helping maintain service continuity.

You will not be permanently dedicated to one client. As ECO’s Client Operations capability grows, you will be progressively cross-trained across multiple businesses, systems, SOPs, and industries.

This role is suited to someone who stays calm when plans change, can make sound decisions with limited supervision, and understands that rostering is not simply filling an empty shift. You will need to consider employee suitability, qualifications, client requirements, urgency, and operational impact before deciding on the best course of action.

Success requires strong judgement, organisation, communication, accountability, and the ability to manage several moving pieces at once.

Key Responsibilities (What You’ll Do)

Rostering & Workforce Coordination

• Manage and update employee rosters in accordance with client requirements.
• Respond to unplanned absences, late call-outs, and other staffing disruptions.
• Identify suitable replacement employees based on availability, qualifications, training, location, client requirements, and other relevant considerations.
• Restructure rosters where necessary to maintain operational and service continuity.
• Monitor upcoming shifts and identify potential staffing risks before they become urgent.
• Maintain accurate and up-to-date rostering information across client systems.

After-Hours Operational Support

• Provide operational coverage during Australian early mornings, evenings, and weekends.
• Respond calmly and promptly to urgent workforce or service issues.
• Assess available options, determine the most appropriate response, and escalate when required.
• Make sound operational decisions when managers or client stakeholders may not be immediately available.
• Clearly document actions, decisions, roster changes, and required follow-ups.

Multi-Client Operations

• Learn and support different client businesses, systems, SOPs, and operating requirements.
• Manage competing priorities across client accounts while maintaining service quality and accuracy.
• Adapt quickly between different workflows and business environments.
• Maintain clear separation between client processes, information, and operational requirements.
• Follow established escalation pathways and service standards for each assigned account.

Stakeholder Communication

• Communicate professionally with employees, client representatives, managers, and internal ECO stakeholders.
• Provide clear updates when staffing or operational issues arise.
• Manage difficult or time-sensitive conversations calmly and respectfully.
• Ensure affected stakeholders understand roster changes, decisions, and next steps.
• Escalate issues promptly when they cannot be safely or appropriately resolved within established guidelines.

Operational Accuracy & Continuous Improvement

• Maintain accurate records across rostering and client systems.
• Follow client SOPs, escalation protocols, and operational requirements.
• Identify recurring workforce or rostering issues and raise opportunities for improvement.
• Contribute to documentation and knowledge sharing as ECO expands its Client Operations capability.
• Support cross-training and knowledge transfer across client accounts.

Requirements (What You Need to Be Successful)

• At least 2 years of experience in workforce rostering, scheduling, workforce coordination, or employee coverage management.
• Hands-on experience managing unplanned employee absences and arranging suitable replacement coverage.
• Strong ability to manage multiple priorities and make decisions under time pressure.
• Excellent organisational skills and attention to detail.
• Sound judgement and problem-solving capability.
• Ability to work independently when a manager is not immediately available.
• Strong written and verbal English communication skills.
• Confidence communicating with employees, managers, and client stakeholders.
• Ability to accurately follow different SOPs, client requirements, and escalation pathways.
• Comfortable learning and working across multiple systems and client environments.
• Reliable, accountable, and proactive in communicating issues and updates.
• Willing and able to work fully onsite at ECO Tower, BGC.
• Able and willing to work a rotating Australian after-hours roster, including very early mornings, afternoons/evenings, and weekends.

Nice to Have (Your Advantage)

• Experience within disability support, NDIS, aged care, healthcare, home care, or another workforce environment where employee suitability and qualifications affect roster allocation.
• Experience supporting Australian businesses or clients.
• Experience working in a 24/7 or after-hours operational environment.
• Experience coordinating large or complex employee rosters.
• Familiarity with workforce-management, scheduling, rostering, CRM, or case-management systems.
• Experience working across multiple client accounts or business units.
• Exposure to service continuity, incident coordination, or operational escalation processes.