Welcome to FrontLine
FrontLine is a workforce management platform built for North American BPOs. It manages the full employee lifecycle — from the moment you post a job through hiring, onboarding, scheduling, time tracking, and beyond — across multiple client accounts and lines of business in a single system.
Who uses FrontLine?
FrontLine serves three distinct user groups:
BPO staff — recruiters, HR administrators, workforce managers, operations leads, and tenant administrators use the main platform to manage the workforce.
Candidates — applicants and new hires use the Candidate Portal to browse jobs, apply, track their application, and complete pre-boarding paperwork.
Client accounts — contacts at the companies your BPO supports log in to the Client Portal (the client role) to view operational reports, SLA scorecards, staffing data, and billable-hours summaries scoped to their account.
What's in the current release?
The platform covers the full BPO employee lifecycle plus a broad set of operational modules. Service Desk and Team Chat are not yet available.
| Module | What it does |
|---|---|
| Recruiting | Post requisitions, manage candidates, track applications through the pipeline, issue and sign offers, manage hire packages |
| Onboarding | Template-driven task checklists that guide new hires from offer acceptance to day one |
| Employees | Central employee record with employment details, assignments, and status |
| Skills & Competency | Skill taxonomy, proficiency tracking, LOB eligibility, and gap analysis |
| Workforce Management | Forecasting, scheduling, shift swaps, wallboards, intraday adherence, and labour compliance |
| Time & Attendance | Timesheets, pay periods, and clock in/out |
| Leave | Leave requests and balance tracking |
| Quality Assurance | Scorecard builder, evaluation lifecycle, calibration, and QA-to-coaching linkage |
| Training & Coaching | Learning paths, course assignments, and coaching sessions |
| Performance & Engagement | Composite scores, goals, reviews, gamification, peer recognition, pulse surveys, and wellbeing |
| Knowledge | Knowledge base articles, search, and usage analytics |
| HR Cases | Disciplinary and HR case lifecycle with approvals, documents, and appeals |
| Policies & Compliance | Policy distribution, attestation tracking, and labour compliance |
| Change Requests | Employee-initiated record changes with approval routing |
| Offboarding | Exit workflows, knowledge transfer, and alumni/rehire tracking |
| Inventory | IT asset and software-license tracking — registry, intake scanning, assignment, shipments, warranty, and disposal |
| Notifications | Per-category, per-channel notification controls and an in-app inbox |
| Billing | Billable-hours ledger and SLA scorecards |
| Reports | Operational dashboards with PDF and CSV export, plus executive summaries |
| Contracts | Client contract records and terms |
| Compliance Dashboard | Audit log, PII access monitoring, DSAR workflow, retention, and SOC 2 evidence |
| Client Portal | Operational reports, SLA scorecards, and staffing data for client-account contacts |
Multi-client architecture
FrontLine is built around a three-level data hierarchy that reflects how BPOs operate:
- Tenant — your BPO organisation (the top level)
- Client account — each brand or company you support
- Line of Business (LOB) — a service program within a client (e.g., English Voice Support, French Chat)
Employees, requisitions, shifts, and most records are scoped to this hierarchy. This means you can support RetailCo's English team and FinServ's Claims team from one system without data ever crossing client boundaries.
Getting help
- This documentation covers all end-user functionality.
- For platform issues, contact your tenant administrator or reach out to support@frontlinehq.io.