Front-line managers and workers in several industries are feeling major burnout, often fueled by understaffing, communication issues and customer conflicts, according to Axonify’s 2024 Deskless Report. And employers may mistakenly believe professional development is the answer.
Notably, both managers and workers reported shaky job confidence, with 67% of managers and 57% of workers feeling like they’re “making it up as they go” at least sometimes at work. For managers, this lack of job confidence may be contributing to burnout, researchers said, as 40% said they “feel burned out on a daily basis.”
“Frontline teams are the backbone of these industries, yet they continue to face significant obstacles in their day-to-day roles,” Carol Leaman, CEO and co-founder at Axonify, said in a statement. “Our research shows that while there’s tempered optimism, managers feel unsupported and workers struggle to keep up with customer demands. Understanding and addressing these challenges is critical to supporting the frontline workforce and ensuring long-term success.”
For those on an employer’s front line, small daily “wins” reportedly matter more than big career development efforts. Front-line employees in a variety of industries — retail, hospitality, grocery and food service — said they place more value on immediate, tangible wins. These included accomplishing all of the day’s tasks, helping a customer solve a problem, making good money, meeting team or operational goals and having fun.
According to the surveyed managers and employees, this means employers should prioritize higher pay, better staffing and resources to do a job well.
Upskilling still plays a role, however; managers, in particular, cited a need for training on AI and emerging technology as well as conflict resolution.
Closing communication and technology gaps appears vital as well. Although 75% of executives said their organizations are investing in technology for front-line teams, only 39% of front-line employees agreed. While 62% of executives said their communication is effective, only 39% of front-line workers said the same.
Managers may be key to addressing front-line concerns, according to an earlier Dayforce report. Those in the middle can help executives gain insights into ways to improve efficiency, trust and loyalty — but they also need support, the firm said.
