Supervisor, Operations

24 Hour Home Care - Corporate Division•Fullerton, CA

41d•$73,000 - $85,000•Hybrid

About The Position

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.

Requirements

Experience managing team members is required
Associate’s degree required
2+ years of operations, staffing, scheduling, customer service, or care delivery experience required
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

Nice To Haves

Bachelor’s degree preferred
3–5+ years of operations, staffing, scheduling, customer service, or care delivery experience 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

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.