Operations Supervisor - Hybrid Healthcare Support

24Hr HomeCare, LLC; Fullerton (CA); Hybrid; USD 73,000 - 85,000; Full time

Job summary

24 Hour Home Care is seeking a Supervisor, Operations to oversee frontline workflows, customer service, and call center performance within a local market, guiding Customer Service Coordinators and partnering with managers. This role serves as development path toward Manager, Operations.

The position emphasizes coaching, escalation handling, and driving improvements, with hybrid work in Fullerton up to 3x per week; schedule aligns with business needs.

Qualifications

• Experience managing team members is required.
• 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.

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.

Skills

Team management

Operations leadership

Customer service

Workflow coordination

Escalation resolution

Staff training

Performance monitoring

Job description

24 Hour Home Care is seeking a Supervisor, Operations to oversee frontline workflows, customer service, and call center performance within a local market, guiding Customer Service Coordinators and partnering with managers. This role serves as development path toward Manager, Operations.

The position emphasizes coaching, escalation handling, and driving improvements, with hybrid work in Fullerton up to 3x per week; schedule aligns with business needs.