Torchora
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Key Responsibilities and Required Skills for a Frontline Coordinator

💰 $48,000 - $65,000

Customer ServiceOperationsTeam LeadershipCoordination

🎯 Role Definition

As a Frontline Coordinator, you are the central hub of daily operations for our service delivery team. You won't just manage tasks; you'll mentor people, solve real-time problems, and ensure the seamless execution of our service promise. This role is designed for a highly organized and empathetic individual who thrives on empowering others and improving processes. You will be instrumental in monitoring team performance, handling complex customer escalations, and championing a culture of excellence and collaboration. This is a hands-on leadership role that directly influences both employee morale and customer satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Customer Service Representative
  • High-Performing Support Agent
  • Administrative or Operations Assistant

Advancement To:

  • Customer Service Manager
  • Operations Supervisor
  • Team Lead or Department Manager

Lateral Moves:

  • Quality Assurance Specialist
  • Corporate Trainer
  • Project Coordinator

Core Responsibilities

Primary Functions

  • Act as the first point of contact for frontline team members, providing guidance, answering questions, and offering real-time support for operational and customer-related issues.
  • Oversee and coordinate the daily workflow and task allocation for the frontline team, ensuring all responsibilities are covered and performance standards are met.
  • Handle and de-escalate complex or sensitive customer complaints and issues, employing advanced problem-solving skills to achieve satisfactory resolutions and retain customer loyalty.
  • Monitor team performance against key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction (CSAT) scores, and report findings to management.
  • Develop, manage, and optimize weekly and monthly staff schedules to ensure adequate coverage across all shifts, balancing business needs with team member availability and time-off requests.
  • Facilitate on-the-spot coaching and provide constructive feedback to team members to enhance their skills, improve performance, and support their professional development.
  • Assist in the onboarding and training process for new hires, ensuring they are well-equipped with the knowledge, tools, and confidence to succeed in their roles.
  • Conduct regular quality assurance checks on customer interactions (calls, emails, chats) to ensure adherence to company policies, procedures, and service standards.
  • Serve as a vital communication link between the frontline team and management, effectively relaying important updates, policy changes, and team feedback.
  • Identify recurring issues, process bottlenecks, and operational inefficiencies, and proactively recommend practical and scalable solutions for improvement.
  • Lead daily team huddles or stand-up meetings to set priorities, discuss challenges, and celebrate wins, fostering a positive and motivated team atmosphere.
  • Maintain and update knowledge base articles, standard operating procedures (SOPs), and training materials to ensure they are current, accurate, and accessible.
  • Manage real-time service levels by monitoring queues and agent availability, making adjustments as needed to handle fluctuations in customer volume.
  • Authorize and process exceptions for customers, such as refunds or credits, within a defined scope of authority.

Secondary Functions

  • Support ad-hoc data requests and generate reports on team productivity, customer trends, and operational metrics for management review.
  • Contribute to the organization's customer experience strategy by gathering and sharing insights directly from frontline interactions.
  • Collaborate with other departments, such as Sales, Marketing, and Product, to resolve cross-functional issues and ensure a cohesive customer journey.
  • Participate in sprint planning, project meetings, and other agile ceremonies when representing the needs and capacity of the frontline team.
  • Assist in testing new software, tools, or processes before they are rolled out to the broader team, providing valuable user feedback.
  • Champion and model company values and culture, promoting a respectful, inclusive, and high-performance work environment.
  • Coordinate team-building activities and recognition programs to boost morale and foster strong interpersonal relationships within the team.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Proficiency: Extensive experience using and navigating CRM platforms such as Salesforce, Zendesk, HubSpot, or similar systems.
  • MS Office Suite/Google Workspace: Strong proficiency in Excel/Sheets for reporting and data analysis, and Word/Docs and PowerPoint/Slides for documentation and presentations.
  • Scheduling Software: Experience with workforce management or scheduling tools (e.g., When I Work, Deputy, UKG).
  • Data Analysis & Reporting: Ability to pull, interpret, and present data related to team performance and customer service metrics.
  • Knowledge Base Management: Familiarity with creating and maintaining internal documentation using platforms like Confluence, Guru, or similar.

Soft Skills

  • Leadership & Mentoring: The ability to guide, motivate, and develop team members without direct managerial authority.
  • Exceptional Communication: Clear, concise, and empathetic verbal and written communication skills for interacting with team members, management, and customers.
  • Conflict Resolution & De-escalation: Proven ability to calmly and effectively manage high-stress situations and angry customers.
  • Problem-Solving: A proactive and analytical approach to identifying root causes and implementing effective solutions.
  • Time Management & Organization: Superb organizational skills to juggle multiple priorities, manage schedules, and coordinate tasks in a fast-paced environment.
  • Adaptability: The flexibility to thrive in a dynamic setting where priorities and procedures can change quickly.
  • Empathy: A genuine desire to understand and support the needs of both customers and team members.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent GED.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Hospitality Management
  • Psychology

Experience Requirements

Typical Experience Range:

  • 2-4 years of proven experience in a fast-paced customer service, support, or operations-focused environment.

Preferred:

  • At least 1-2 years of experience in a senior, mentor, or team lead capacity, demonstrating informal leadership and a readiness for more responsibility.
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