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Culture & CareersEWS Frontline Manager
Midigator
Heredia Province, Heredia, Costa Rica
Posted on Mar 11, 2026
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.
- Minimum of 3 years of experience in a leadership role within a call center or customer service environment.
- Demonstrated ability to improve key call center metrics such as average handle time, first call resolution, and customer satisfaction.
- Experience managing in a blended inbound/outbound call center environment.
- Proven experience coaching and developing a team of 10 or more customer service professionals./
- Proficiency with call center software and CRM systems (e.g., Salesforce, Google, Verint).
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- English proficiency C1
- Bachelor's Degree Diploma or ongoing business administration (or related) studies
- Certifications in customer service management or call center operations.
- A track record of successfully implementing new processes that improved efficiency or customer satisfaction.
- Experience with workforce management (WFM) tools and methodologies.
- A background in training and development within a call center context.