AU On-Call Support Coordinator

2 days ago

Clark Freeport Zone Pampanga, Philippines Beepo Inc. Full time ₱300,000 - ₱450,000 per year

Discover 100% YOU as an AU On-Call Support Coordinator | NDIS Experience Apply now

  • Position: AU On Call Officer
  • Location: Central Luzon
  • Work setup & shift: Remote | Day Shift

What's in it for you?

  • Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off)
  • Employee Referral Program
  • Work Life Balance

Your Role

As an AU On-Call Support Coordinator, you are responsible for:

  • Handle after-hours calls, including staff absences, shift cancellations, and urgent client requests
  • Ensure shift coverage by mobilizing support workers and managing roster changes
  • Maintain an up-to-date database of staff availability, skills, and compliance
  • Collaborate with Workforce and House Coordinators for smooth shift transitions

  • Escalate urgent issues requiring management intervention

  • Manage after-hours incidents, including participant concerns and staff issues

  • Log and document all calls and actions taken, ensuring follow-up during business hours
  • Coordinate with teams to implement solutions for urgent care or operational matters

  • Maintain clear communication with staff, clients, and families under pressure

  • Ensure rostering and adjustments comply with NDIS and company policies

  • Maintain records of incidents, staff replacements, and shift changes
  • Generate end-of-shift reports summarizing key issues and resolutions

  • Assist with incident investigations, audits, and documentation

  • Use workforce management software (e.g., ShiftCare, Deputy, CareMaster) for real-time updates

  • Manage communication channels (Teams, WhatsApp, internal systems)
  • Log escalations for handover during business hours

Qualifications

  • 1-2 years of experience in On-Call, Workforce Management, or Emergency Response
  • Strong problem-solving and multitasking abilities
  • Excellent verbal and written communication skills in English
  • Experience in NDIS, disability support, aged care, or healthcare
  • High confidentiality, professionalism, and discretion
  • Comfortable working remotely with a stable internet connection
  • Proficient in Microsoft Office, workforce scheduling software, and reporting systems
  • Flexible with hours, including nights, weekends, and public holidays

About Beepo

Beepo is a Probe Group company, a full-service Australian-owned outsourcing company, with a team of 15,000 across 6 countries — the largest, and most diverse Australian-owned customer experience outsourcing provider.

Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.

*Terms and conditions apply

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