Supervisor, Operations

24 Hour Home Care•Concord, CA

1d•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 oversees daily workflows, customer service operations, call center performance, and case escalations to ensure a consistent, high-quality experience for clients and caregivers. Working closely with the Manager or Senior Manager, Operations, the Supervisor provides day-to-day coaching and workflow direction while serving as a key resource for operational excellence and continuous improvement.

Requirements

Associate's degree required; bachelor's degree preferred.
2+ years of operations, customer service, staffing, scheduling, or care delivery experience; experience in healthcare, home care, disability services, or a similar service environment preferred.
Previous lead, senior coordinator, or supervisory experience preferred.
Proficiency with Microsoft Office; experience with CRM, scheduling, or EVV systems preferred.
Strong communication, organizational, and problem-solving skills; bilingual Spanish is a plus.

Nice To Haves

bilingual Spanish

Responsibilities

Oversee daily branch operations by monitoring workflows, resolving service issues, and ensuring customer service standards and follow-up activities are completed effectively.
Monitor call center performance, manage queue activity, track key service metrics, and recommend improvements to enhance responsiveness and customer satisfaction.
Serve as the primary escalation resource for complex client, caregiver, and service issues, partnering with cross-functional teams to drive timely resolution and improve operational outcomes.
Provide day-to-day coaching, training, and workflow oversight to Customer Service Coordinators, reinforcing service standards and supporting team development.
Identify operational trends, workflow improvements, and process efficiencies while partnering with leadership to implement solutions that support branch performance.