Frontline Manager - Call Center Operations

Equifax · Heredia

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The Frontline Manager is responsible for overseeing daily workflow, resource allocation, and direct team production to ensure strict adherence to SLAs within their assigned function. This leader manages day-to-day employee performance to ensure tasks are executed efficiently, accurately, and in alignment with standard operating procedures. The role drives operational productivity through routine coaching, active escalation resolution, and the implementation of proactive process improvements.

What you’ll do

• Manage daily floor operations, including shift scheduling, adherence monitoring, and ensuring adequate coverage to meet service level agreements (SLAs) and optimize agent productivity.
• Manage and monitor ongoing team performance through adherence to Equifax requirements and policies.
• Document and organize team productivity against established standards.
• Complete regular management reports, as required.
• Maintain one-on-one and coaching meeting routines with direct reports.
• Utilize disciplinary procedures as required.
• Analyze team production metrics to monitor efficiency/productivity.
• Identify proactive opportunities for improvement/development.
• Motivate, encourage, support, and inspire the team to surpass their potential.
• Create a sense of ownership within employees.
• Model company policies and values by ensuring compliance with company’s procedures and policies.
• Contribute and resolve complex tasks, requests, escalations, and issues accurately and timely to offer optimal solutions.
• Respond accurately and timely to on-demand requests from the Business Owner.
• Partner with key resources in the Business Units, Center of Excellence, and Shared Services Center to identify potential process improvement initiatives.
• Coordinate email/backlog coverage and audit work cases.
• Work on DSAT resolution by contacting customers and resolving their issues.
• Implement and enforce company policies and procedures, ensuring compliance and a consistent customer experience that contributes to overall departmental success and efficiency goals.

What Experience is a must:

• Bachelor's degree (University completed) in Business Administration or any related field.
• B2+ English proficiency.
• 3+ years of leadership experience in a blended inbound/outbound call center, managing teams of 10+ professionals.
• Proven track record of improving key metrics (AHT, FCR, CSAT).
• Proficiency with call center software and CRM systems (e.g., Salesforce, Verint, Google tools).
• Strong leadership, team coaching, development, analytical thinking, and data-driven decision-making abilities.

What is a plus:

• Certifications in customer service management or call center operations.
• Track record of implementing new processes that improved efficiency and customer satisfaction.
• Experience with workforce management (WFM) tools and methodologies.
• Background in training and development within a call center context.
• Process improvement mindset, operational adaptability, continuous learning, and  instructional delivery skills.

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