24hourhomecare · Fullerton, California, United States · Fullerton, California, United States
<div class="content-intro"><p> </p> <p> </p></div><div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <p> </p> <p><strong><span data-teams="true">Build a Career That Changes Lives - Including Your Own</span></strong></p> <p>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. </p> <p> </p> <p>Here, the work you do matters. Whether you’re supporting clients directly or helping drive our business forward, every role contributes to improving lives and strengthening the communities we serve.</p> <p><strong>Grow with purpose. Lead with heart. Make a difference every day.</strong></p> <p><span data-ccp-props="{"335551550":2,"335551620":2}">Watch this short video to see the heart behind our work and the impact our teams create every day.</span></p> <p><iframe src="https://www.youtube.com/embed/ZUoJuCJhePs?si=-4zCWp6HpJb4xeLb" width="560" height="314"></iframe></p> <p><strong>Who You Are</strong></p> <p><span data-contrast="none">You are a </span><em><span data-contrast="none">passionate and performance-driven</span></em><span data-contrast="none"> t</span><span data-contrast="none">eam player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies</span><span data-contrast="none">: </span></p> <p><span data-contrast="none"><img style="max-width: 100%;" src="https://images.prismic.io/24hrcares/ZxvD6YF3NbkBYCuZ_Care%26CompetePrinciples.jpg" alt="Care and Compete Principles" width="300"></span></p> <p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p><span data-contrast="auto">In the spirit of <em>Own(ing) It With Courage</em>, 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: <a href="https://www.glassdoor.com/Reviews/24-Hour-Home-Care-Reviews-E535324.htm" target="_blank">24 Hour Home Care: Glassdoor Page</a></span></p> <p><span data-contrast="auto">Sound interesting? </span><span data-contrast="none">Read on for more details!</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p> </p> </div> </div> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><strong>The Role</strong>:</p> </div> </div> </div> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p> </p> <p>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.</p> <p>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.</p> <p><strong>Primary Responsibilities</strong></p> <ul> <li>Oversee daily branch operations and customer service workflows, ensuring follow-up activities, service requests, and operational priorities are completed consistently and on time.</li> <li>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.</li> <li>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.</li> <li>Provide day-to-day workflow oversight, training, and coaching to Customer Service Coordinators, reinforcing service standards, call handling expectations, productivity, and escalation protocols.</li> <li>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.</li> </ul> <p><strong>This is a hybrid position, coming into the Fullerton office up to 3x per week. </strong></p> <p><span data-teams="true"><strong>Work Schedule: </strong>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.</span></p> <p> </p> <p><strong>What You Bring to the Table</strong>:</p&g