Supervisor, Operations
Job Location:
Concord, CA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Who We Are
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.
Work with Purpose. Make a Real Impact.
At 24 Hour Home Care we believe everyone deserves to live safely and independently. Our team makes that possible for the communities we serve. From caregivers to corporate professionals every person on our team plays a direct impact on people lives.
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 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.
Primary 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.
This is a hybrid position coming into the Concord office 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
- Associates degree required; bachelors 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.
Skills
- Customer service
- Team leadership
- Workflow coordination
- Call center operations
- Problem-solving
- Communication
- Organization
- Coaching
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:
$71000 - $85000 USD
Required Experience:
Manager
