Frontline Manager - Call Center Operations

About the role

The Frontline Manager leads the supervisors of a call center team, overseeing daily workflow, resource allocation and direct team production so that strict adherence to SLAs is maintained. The role focuses on day-to-day employee performance, coaching, escalation resolution and proactive process improvements.

Key responsibilities

• Manage daily floor operations, including shift scheduling, adherence monitoring and coverage to meet SLAs and optimize agent productivity
• Monitor team performance against Equifax requirements and policies, and document productivity against established standards
• Complete regular management reports and maintain one-on-one and coaching meetings with direct reports
• Analyze team production metrics, identify improvement opportunities and motivate the team
• Resolve complex escalations and on-demand requests from the Business Owner, and partner with Business Units, Centers of Excellence and Shared Services to drive process improvements
• Coordinate email and backlog coverage, audit work cases and contribute to DSAT resolution by contacting customers
• Enforce company policies and procedures to ensure compliance and a consistent customer experience

Required profile

• Bachelor's degree (university completed)
• B2+ English proficiency
• 3+ years of leadership experience in a blended inbound/outbound call center, directly managing 10+ supervisors
• Proven track record of improving key metrics such as AHT, FCR and CSAT
• Plus: certifications in customer service or call center operations, WFM tool experience, training and development background, and a process improvement mindset

Required skills

• Proficiency with call center software and CRM systems (e.g., Salesforce, Verint, Google tools)
• Leadership, team coaching, analytical thinking and data-driven decision-making