Supervisor, Operations

Who You Are: You are a passionate and performance-driven team player, eager to take on a key role in our company's growth. You embody Team 24's Care & Compete Principles and Competencies: In the spirit of Own(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 PageSound interesting? Read 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 Associate's degree required; Bachelor's degree preferred.2+ years of operations, staffing, scheduling, customer service, or care delivery experience required; 3–5+ 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 hire's 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: info@dcba.lacounty.govBy Web: https://dcba.lacounty.gov/contact-us/By Phone: (800) 593-8222 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:$73,000—$85,000 USD