Supervisor, Operations
Job Location:
Fullerton, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Build a Career That Changes Lives - Including Your Own
24 Hour Home Care is a leading provider of home care and community-based services focused on helping individuals live safely and independently. As part of TEAM Services Group a private equity-backed healthcare services organization we combine a mission-driven culture with a commitment to innovation growth and operational excellence.
Here the work you do matters. Whether youre supporting clients directly or helping drive our business forward every role contributes to improving lives and strengthening the communities we serve.
Grow with purpose. Lead with heart. Make a difference every day.
Watch this short video to see the heart behind our work and the impact our teams create every day.
Who You Are
You are apassionate and performance-driventeam player eager to take on a key role in our companys growth. You embody Team 24s Care & Compete Principles and Competencies:
In the spirit ofOwn(ing) It With Courage we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience:24 Hour Home Care: Glassdoor Page
Sound interestingRead on for more details!
The Role:
The Supervisor Operations supports frontline operational execution within a branch office or defined local market providing non-clinical care services to individuals with intellectual and developmental disabilities (IDD). This role focuses on ensuring consistent execution of day-to-day workflows customer service responsiveness call center performance and timely resolution of service escalations.
The Supervisor provides day-to-day workflow oversight coaching and operational direction to Customer Service Coordinators while partnering with the Manager or Sr. Manager Operations on performance and development needs. This role is designed as a development pathway toward the Manager Operations position.
Primary Responsibilities
- Oversee daily branch operations and customer service workflows ensuring follow-up activities service requests and operational priorities are completed consistently and on time.
- Monitor call center performance and queue activity including call volume answer rate speed-to-answer abandonment rate handle time and escalations adjusting team priorities to maintain service levels.
- Serve as the primary escalation resource for complex caregiver family and service-related concerns coordinating with internal partners to identify root causes and drive timely resolution.
- Provide day-to-day workflow oversight training and coaching to Customer Service Coordinators reinforcing service standards call handling expectations productivity and escalation protocols.
- Monitor operational performance unresolved requests recurring service issues and branch-level risks identifying trends and recommending workflow or service improvements to the Manager or Sr. Manager Operations.
This is a hybrid position coming into the Fullerton office up to 3x per week.
Work Schedule: Business hours are 8:00 a.m. to 6:00 p.m. Pacific Time. Depending on the position and business needs employees may be required to work any scheduled shift within these operating hours.
What You Bring to the Table:
Qualifications
- Experience managing team members is required
- Associates degree required; Bachelors degree preferred.
- 2 years of operations staffing scheduling customer service or care delivery experience required; 35 years preferred.
- Experience supporting or leading day-to-day operations within a branch office or local market strongly preferred.
- Prior lead senior coordinator or supervisory experience preferred.
- Experience in healthcare home care disability services staffing or a similar service-delivery environment preferred.
Skills
- Customer service and call center operations
- Workflow queue and operational coordination
- Escalation resolution and problem solving
- Staff training coaching and accountability
- Performance monitoring reporting and communication
What We Bring to the Table:
24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity or sexual orientation. Additionally 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review should criminal history have a direct adverse and negative relationship 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point 24 Hour Home Care will review the prospective hires written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
- By Email:
- By Web: Phone:
For California applicants: by applying for this position you acknowledge and consent to the collection use and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).
The expected California Pay Range for this position:
$73000 - $85000 USD
Required Experience:
Manager
