Torchora
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Key Responsibilities and Required Skills for Frontline Manager

💰 $65,000 - $95,000 Annually (DOE)

ManagementLeadershipOperationsSupervisory

🎯 Role Definition

As a Frontline Manager, you are the heart of our operations and the catalyst for team success. You will be responsible for the day-to-day management, motivation, and development of a team of associates. This role requires a hands-on leader who can balance performance metrics with people-centric coaching, ensuring both operational targets and employee engagement are consistently high. You will champion our company values, drive a culture of continuous improvement, and empower your team to deliver exceptional results and customer experiences. This is an opportunity to make a direct impact on our business and shape the careers of our talented associates.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Associate / Lead Agent
  • High-Performing Individual Contributor with demonstrated leadership potential
  • Team Captain or Mentor

Advancement To:

  • Operations Manager
  • Department Manager
  • Senior Manager of Operations

Lateral Moves:

  • Project Coordinator / Manager
  • Training and Development Specialist

Core Responsibilities

Primary Functions

  • Champion a high-performance team culture by providing daily leadership, motivation, and hands-on coaching to drive engagement and exceed operational targets.
  • Direct, supervise, and evaluate team performance through consistent monitoring of key performance indicators (KPIs), quality assurance scores, and productivity metrics.
  • Conduct regular one-on-one coaching sessions, team huddles, and performance reviews to provide constructive feedback, set clear goals, and foster professional development.
  • Act as the primary point of contact for team members, addressing questions, resolving workplace issues, and handling escalated customer or operational challenges with professionalism and urgency.
  • Develop and implement effective team schedules and manage workforce allocation to ensure optimal coverage, handle fluctuations in volume, and meet service level agreements (SLAs).
  • Drive a culture of accountability by setting clear expectations, consistently applying company policies, and managing corrective action processes for attendance, conduct, and performance.
  • Onboard, train, and integrate new hires into the team, ensuring they are equipped with the knowledge, tools, and support needed to be successful in their roles.
  • Analyze team performance data and operational reports to identify trends, pinpoint areas for improvement, and develop strategic action plans to enhance efficiency and quality.
  • Foster a safe, inclusive, and positive work environment where all team members feel valued, respected, and motivated to contribute their best work.
  • Lead by example, demonstrating unwavering integrity, a strong work ethic, and a deep commitment to the company's mission and customer-first philosophy.
  • Communicate key business updates, policy changes, and strategic initiatives from senior leadership to the team in a clear, transparent, and compelling manner.
  • Proactively identify and recommend process improvements to streamline workflows, reduce waste, and enhance the overall effectiveness of the team and department.
  • Manage and approve team timecards, paid time off (PTO) requests, and attendance records accurately and in accordance with company and legal standards.
  • Collaborate with other frontline managers and support departments (HR, Training, Quality) to ensure consistency, share best practices, and achieve shared organizational goals.
  • Prepare and present detailed performance reports and business reviews to senior management, highlighting team achievements, challenges, and strategic recommendations.
  • Recognize and celebrate individual and team achievements to reinforce positive behaviors and boost morale.
  • Develop contingency plans to manage unexpected staff shortages, system outages, or sudden increases in workload, ensuring business continuity.
  • Mediate and resolve interpersonal conflicts within the team, promoting a collaborative and respectful atmosphere.
  • Champion and enforce all safety, security, and compliance protocols relevant to the operating environment to minimize risk and ensure a secure workplace.
  • Act as a subject matter expert for your team's function, providing guidance on complex tasks and decision-making.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to inform strategic decisions.
  • Contribute to the organization's continuous improvement initiatives by participating in cross-functional projects.
  • Collaborate with business units to translate data needs into operational requirements for your team.
  • Participate in sprint planning and agile ceremonies where applicable to the operational environment.

Required Skills & Competencies

Hard Skills (Technical)

  • Performance Metrics Analysis: Deep understanding of KPIs, SLAs, and other key operational metrics; ability to analyze data to drive performance.
  • Workforce Management (WFM) Software: Proficiency with scheduling, forecasting, and adherence tools (e.g., Kronos, NICE IEX, Verint).
  • Process Improvement Methodologies: Familiarity with concepts like Lean, Six Sigma, or Kaizen to identify and eliminate inefficiencies.
  • Reporting & Data Visualization: Ability to create and interpret reports using tools like Excel, Power BI, or Tableau.
  • HRIS & Performance Management Systems: Experience using HR information systems and performance management software for reviews and documentation.

Soft Skills

  • Inspirational Leadership & Coaching: Proven ability to motivate, develop, and empower a diverse team to achieve excellence.
  • Conflict Resolution & De-escalation: Skill in mediating disputes and managing difficult conversations with empathy and professionalism.
  • Exceptional Communication: Articulate, clear, and persuasive communication skills, both written and verbal, across all levels of the organization.
  • Adaptability & Resilience: Ability to thrive in a fast-paced, dynamic environment and lead a team through change effectively.
  • Problem-Solving & Critical Thinking: Strong analytical skills to diagnose problems, evaluate solutions, and make sound decisions under pressure.
  • Emotional Intelligence: High degree of self-awareness and empathy to understand team dynamics and individual motivators.
  • Time Management & Prioritization: Excellent organizational skills to manage multiple tasks, deadlines, and team needs simultaneously.

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
  • Management
  • Operations Management

Experience Requirements

Typical Experience Range:

  • 3-5+ years of experience in a relevant industry (e.g., customer service, logistics, manufacturing, retail), including at least 1-2 years in a formal or informal leadership capacity (e.g., Supervisor, Team Lead, Mentor, Subject Matter Expert).

Preferred:

  • Direct experience managing a team of 10+ hourly associates in a high-volume, metric-driven environment is highly desirable.
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