Torchora
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Key Responsibilities and Required Skills for Frontline Supervisor

💰 $55,000 - $85,000

ManagementSupervisoryOperationsLeadershipManufacturingLogisticsCustomer Service

🎯 Role Definition

As a Frontline Supervisor, you are the crucial link between our frontline workforce and senior management. You are the on-the-ground leader responsible for translating company objectives into daily operational reality. This role requires a blend of strong leadership, exceptional communication, and a passion for developing people. You will directly manage a team, overseeing their performance, workflow, and professional growth while ensuring that all safety, quality, and productivity standards are not just met, but exceeded. If you are a natural problem-solver who thrives in a fast-paced environment and is committed to building a culture of success, this is the perfect opportunity for you.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Team Member / Lead Associate
  • High-Performing Technician or Agent
  • Project Coordinator

Advancement To:

  • Operations Manager
  • Department Manager
  • General Manager

Lateral Moves:

  • Quality Assurance Manager
  • Training & Development Specialist
  • Continuous Improvement Lead

Core Responsibilities

Primary Functions

  • Directly supervise, coach, and mentor a team of 15-25 frontline employees, fostering a culture of accountability, engagement, and continuous improvement.
  • Drive daily performance management by setting clear individual and team goals, providing consistent, constructive feedback, and conducting formal performance reviews.
  • Manage daily operational activities, including workforce scheduling, task allocation, and resource planning to consistently meet or exceed service and production targets.
  • Act as the first point of contact for all team-related issues, resolving employee conflicts and escalated customer concerns with professionalism and a focus on root-cause analysis.
  • Champion and enforce all safety protocols, environmental policies, and company procedures, conducting regular safety audits and leading safety training sessions to ensure a zero-incident workplace.
  • Monitor, analyze, and report on key performance indicators (KPIs) such as productivity, quality, attendance, and safety, using data to drive decision-making and operational adjustments.
  • Lead daily team huddles or stand-up meetings to effectively communicate departmental goals, company updates, and daily priorities, ensuring team alignment.
  • Facilitate the onboarding and comprehensive training for new team members, ensuring they are fully equipped with the knowledge and skills needed for success in their roles.
  • Identify and implement process improvements using methodologies like Lean or Six Sigma to enhance efficiency, reduce waste, and improve quality.
  • Manage employee timekeeping and attendance records, ensuring accuracy for payroll processing and addressing any attendance policy violations in a timely and consistent manner.
  • Conduct disciplinary actions when necessary, in a fair, consistent, and well-documented manner, partnering closely with Human Resources to ensure compliance.
  • Maintain a clean, organized, and safe work environment in compliance with OSHA and other regulatory standards, often referred to as 5S principles in a manufacturing setting.
  • Collaborate effectively with other supervisors, departments, and shifts to ensure seamless cross-functional operations, handoffs, and collaborative problem-solving.
  • Develop and maintain Standard Operating Procedures (SOPs) for key team functions to ensure consistency and quality of work.
  • Perform regular quality control checks and process audits to ensure team output meets the highest standards and client specifications.

Secondary Functions

  • Participate actively in the recruitment and selection process for new team members, including conducting interviews and providing hiring recommendations.
  • Support senior management by gathering data for and contributing to operational budget planning and cost control initiatives.
  • Lead or participate in cross-functional project teams focused on site-wide initiatives, such as technology implementation or new product/service launches.
  • Champion change initiatives within the team, effectively communicating the 'why' behind the change and guiding employees through the transition to ensure buy-in.
  • Develop talent within the team by identifying high-potential employees and creating development plans to prepare them for future leadership roles.

Required Skills & Competencies

Hard Skills (Technical)

  • Performance Management: Ability to set clear goals, deliver feedback, and manage performance review cycles.
  • KPI Tracking & Reporting: Proficiency in monitoring metrics and using data to generate insights and reports.
  • Workforce Management Software: Experience with scheduling, timekeeping, and attendance tracking systems (e.g., Kronos, Workday).
  • Safety & Compliance Management: Strong knowledge of OSHA regulations and standard safety procedures.
  • Process Improvement Methodologies: Familiarity with concepts like Lean, Six Sigma, or Kaizen.
  • Root Cause Analysis: Skill in using problem-solving techniques (e.g., 5 Whys, Fishbone Diagrams) to identify and solve core issues.
  • Inventory & Resource Planning: Ability to manage materials and staffing levels to meet operational demand.

Soft Skills

  • Leadership & Coaching: Proven ability to inspire, motivate, and develop a diverse team.
  • Communication: Excellent verbal and written communication skills, with the ability to clearly convey information to team members and management.
  • Conflict Resolution: Adept at navigating and de-escalating interpersonal conflicts and workplace disputes.
  • Problem-Solving & Decision Making: Strong analytical skills to make sound, timely decisions under pressure.
  • Adaptability & Resilience: Ability to thrive in a fast-paced, dynamic environment and manage changing priorities effectively.
  • Emotional Intelligence: High degree of self-awareness and empathy to understand and manage team dynamics.
  • Time Management & Organization: Exceptional ability to prioritize tasks for oneself and the team to meet competing deadlines.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Operations Management
  • Industrial Engineering
  • Supply Chain & Logistics

Experience Requirements

Typical Experience Range:

  • 3-5 years of experience in a relevant operational environment (e.g., manufacturing, distribution, customer contact center), with at least 1-2 years serving in a lead capacity or informal leadership role.

Preferred:

  • 2+ years of direct supervisory experience with responsibility for performance management, coaching, and disciplinary actions is highly preferred.
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