Location: Skopje, N. Macedonia

Seniority: Mid-level

Employment type: Full-time

Job function/department: Operations

Reports to: Senior Director of Operations and People

About Front Logix Solutions:

Located in Santa Monica California, USA and Skopje, N. Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

Responsible for leading cloud migration projects from planning to post-migration support. The role includes managing technical implementation, ensuring security compliance, troubleshooting issues, and coordinating with cross-functional teams. Requires strong knowledge of cloud platforms (AWS, Azure, Google Cloud), databases, and virtualized environments, along with excellent problem-solving and communication skills.

Role and Responsibilities:

• Lead end-to-end implementation of cloud migration projects, including execution, testing and post-migration support.
• Responsible and self-sufficient in delivering the technical installation, migration and tasks of Cloud Workforce.
• Ensure compliance with security, governance, and regulatory standards.
• Able to support small to large migrations with different levels of complexity.
• Must be able to work independently and/or as part of a wider project team and assume ultimate responsibility for customer satisfaction during the migration process by thoroughly delivering installed and tested products.
• Work closely with Project Managers and Management, providing regular updates on project status, project delivery, issues, and opportunities where appropriate.
• Proactively identify and resolve project issues and facilitate the resolution process.
• Coordinate with cross-functional teams including engineering, security, and cloud network operations to ensure seamless transitions.
• Individuals will have a solid understanding of current technologies.
• Follow established project processes and methodology.

Specialized Knowledge and Skills:

• Understanding of PCs, Networks, OS platforms, databases (SQL and Oracle), server management, software applications and ACDs
• Database backups, restores and configuration
• Virtualized environments using Amazon Web Services, Azure Cloud, VMWare, Hyper-V and Nutanix
• AWS, Azure, Google Cloud
• SaaS/CCasS/Cloud experience

Qualifications:

• Ability to manage multiple projects and priorities in a fast-paced environment.
• Demonstrate competency in decision making, problem solving, and prioritizing.
• Ability to communicate complex technical information to management, customers, peers.
• Ability to develop resolutions to complex technical problems where analysis of situations or data require an in-depth evaluation of various factors
• Advanced level of technical knowledge of cloud-based workforce management platforms for forecasting, scheduling, and real-time adherence monitoring
• Strong customer service and teamwork skills.
• Professional demeanor to maintain and enhance relationships.
• Ability to quickly troubleshoot and isolate issues.

What we offer:

• Private health insurance
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience

Position: Trainer and LMS administrator

Location: Skopje Macedonia 

Seniority: Mid-Senior Level

Employment type: Mon–Fri | 8-hour shift | Start time between 12–2 PM,  ending between 9–11 PM. 

Job function/department: Operations

Reports to: Senior Director of Operations and People 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Trainer is responsible for providing effective education and guidance while developing and supporting a customer-focused learning environment that meets business, client, and employee needs. Create training courses for employees weekly, monthly, or yearly. Process information in LMS includes creating courses and classes, completing employee information, entering test scores, registering associates, researching information, pulling and reviewing work instructions, and researching and resolving system-related problems. The administrator will be in charge of maintaining the LMS, ensuring that the software’s operational performance is on track, and often providing technical leadership in support of the system. They identify any opportunities for process and quality improvements and provide feedback on any defects that may be present.

Duties and Responsibilities: 

• Research, develop, implement and maintain client program learning and development curricula, methods, databases, processes, and records. This includes but is not limited to lesson planning, curriculum, testing, evaluations, and class management
• 2+ years of Experience using learning management systems [LMS] LearnDash preferably
• 2+ years of experience in a learning & development/training role within an
  operations setting
• 2+ years of experience working directly with Operations and/or Customer
  Support teams and knowledge of the learning challenges faced in these
  environments
• Computer and software skills and knowledge of multiple web design
  technologies
• Familiar with course design and development and have strong data entry
  skills.
• Skilled in Google and Microsoft Office programs such as Sheets/Excel and
  Slides/PowerPoint
• Project management skills and experience running strategic projects with
  cross-functional teams
• Excellent interpersonal skills and ability to work with all levels of staff
• Ability to troubleshoot and resolve technical issues quickly
• Communicate in English effectively orally and in writing
• Ability to adapt and adjust to change in a positive manner
• Demonstrated ability to lead, motivate, and develop work team towards
  improved performance
• Knowledge of call center management systems and terminology preferred

Required Qualifications / Experience / Knowledge:

• 1+ years of Experience using learning management systems [LMS]
• 2+ years of experience in a learning & development/training role within an operations setting
• 2+ years of experience working directly with Operations and/or Customer Support teams and knowledge of the learning challenges faced in these environments
• Computer and software skills and knowledge of multiple web design technologies
• Familiar with course design and development and strong data entry skills.
• Skilled in Google and Microsoft Office programs such as Sheets/Excel and Slides/PowerPoint
• Project management skills and experience running strategic projects with cross-functional teams
• Excellent interpersonal skills and ability to work with all levels of staff
• Ability to troubleshoot and resolve technical issues quickly
• Communicate in English effectively orally and in writing
• Ability to adapt and adjust to change in a positive manner
• Demonstrated ability to lead, motivate, and develop work team towards improved performance
• Knowledge of call center management systems and terminology preferred

What we offer:

• Private health insurance
• Vacation and paid holidays
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience

Location: Skopje, N. Macedonia

Seniority: Junior to Mid-level

Employment type: Full-time

• Shift Start Time: Between 12:00 PM and 4:30 PM
• Shift Duration: 8.5 hours from the start time

Job function/department: Customer Service

Reports to: Team Lead (Operations)

About Front Logix Solutions:

Located in Santa Monica California, USA and Skopje, N. Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Customer Experience Representative (CXR) is responsible for effectively and professionally servicing Front Logix’s clients’ products and services, as specified by the client’s project. The CXR is highly motivated and skilled in critical and creative thinking. The CXR will engage with the Client’s customers, identify pain points and the factors that influence a customer to make a purchase decision, and will provide management with suggestions and ideas to improve processes based on customer feedback. CXR responsibilities will be to handle client’s customer calls, emails, SMS, and other customer communication channels as required. Additional responsibilities include but are not limited to;  calling a list of vendors to ask for tracking numbers and entering them into the client’s system. If looking for a part, call vendors per each order in the queue to check stock and complete the sourcing form.

Work will be performed from our office.

Duties and Responsibilities:

• Conversational English and ability to navigate Google search
• Be able to call and speak to vendors
• Be creative and be able to ask appropriate questions
• Responding to customer/vendor calls, emails, and live chat inquiries
• Leverage the internal knowledge base to quickly answer inquiries
• Proficient in email, Slack, or any chat; understanding of basic live chat and service technology for fielding client/customer requests
• Enjoy problem-solving and creative thinking to identify new ways to solve customer challenges, finding the right balance between prioritization, risk, speed, and cost
• Respond to inbound client requests
• Data Entry into the tracking system; complete client documentation once the task is complete
• Meet personal/client service team sales targets and call-handling quotas
• Experience in back-office responsibilities, keeping records of customer interactions, processing customer accounts, and filing documents
• Follow communication procedures, guidelines, and policies
• Handles all consumer interactions in a prompt, professional, and friendly manner while collecting all necessary information for the company
• Provides accurate information to customers
• Responsible for answering incoming calls promptly and in accordance with established call-handling procedures
• Functions well as a team member –  works in conjunction with management and peers toward achievement of company, department, team, and personal goals
• Provides accurate translation of the customer contact, from the phone to the computer system.
• Ensures that he/she is equipped with all tools necessary for this position
• Responsible to be logged in and available for calls 97% of his/her shift, excluding breaks and lunch
• Interacts with fellow team members to enhance project performance
• Works on special projects and performs other duties as assigned
• Adheres to all company policies and procedures

Required Qualifications / Experience / Knowledge:

• 1+ years of relevant customer experience or customer support (contact center or BPO experience)
• Experience in customer service, outbound calls, product sourcing, purchasing, data entry
• Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate sources, set priorities, manage multiple priorities, and deliver on-time results
• A self-starter with excellent research and time-management skills
• Strong communication skills (both oral and written) to engage and collaborate with clients, vendors, and upper-level management
• Strong phone contact handling skills and active listening
• Email, Google Search, communication tools
• Usage of any phone system (e.g. Dialpad VOIP)
• Be proactive, holistic, engaged, creative, collaborative
• High School Diploma or Equivalent

What we offer:

• Private health insurance
• Vacation and paid holidays
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience

Location: Skopje, N. Macedonia

Seniority: Mid-level

Employment type: Full-time 2 pm to 10 pm, Monday through Friday

Job function/department: Operations

Reports to: Senior Director of Operations and People

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje, N Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

We are seeking a highly motivated and experienced Senior Account Executive  to drive the entire sales cycle—from lead generation to deal closure. This role requires a proactive sales leader who can identify and qualify prospects, nurture relationships, and close new business in both USA and EU markets.

The ideal candidate will have experience selling Business Process Outsourcing (BPO) services and be comfortable working in a fast-paced, quota-driven environment. They will be responsible for executing a strategic sales approach, managing key accounts, and ensuring revenue growth.

Key Responsibilities:

• End-to-End Sales Ownership – Identify, contact, and nurture leads through the entire sales cycle, from initial outreach to deal closure.
• Prospecting & Lead Generation – Research and identify potential clients, leveraging various channels, including outbound outreach, inbound inquiries, and partnerships.
• Sales Strategy & Execution – Develop and implement sales strategies to target SMB and enterprise clients, positioning our BPO services effectively.
• Client Engagement – Conduct discovery calls, assess client needs, deliver tailored presentations, and lead negotiations.
• Pipeline & Forecasting – Build and maintain a robust sales pipeline, ensuring consistent deal flow and accurate forecasting.
• Closing Deals – Drive deals to closure, meeting or exceeding monthly, quarterly, and annual sales targets.
• Customer Relationship Management – Maintain strong client relationships to secure renewals and upsell opportunities.
• CRM & Reporting – Ensure 100% transparency by accurately updating and managing all sales activities in the company’s CRM.
• Collaboration & Leadership – Work closely with internal teams (marketing, operations, and leadership) to refine sales strategies and improve customer experience.

Required Qualifications & Experience:

• 3+ years of full-cycle sales experience (B2B sales, SMB, and enterprise clients).
• Proven ability to consistently meet/exceed quotas and drive revenue growth.
• Experience in BPO, contact centers, or outsourcing solutions is highly preferred.
• Strong lead generation and prospecting skills, with experience in cold outreach and consultative selling.
• Excellent presentation and negotiation skills, with the ability to close multiple deals per month.
• Proficiency in virtual sales techniques (inside sales, remote sales, or Sales 2.0).
• CRM proficiency (HubSpot, Salesforce, or similar) and ability to track and manage pipeline effectively.
• Exceptional written and verbal communication skills in English.
• Self-starter mindset with a strong work ethic, adaptability, and ability to work independently.

Why Join Us?

• Competitive salary + performance-based commissions.
• Opportunity to lead and shape the sales function in a growing company.
• Work in a dynamic and flexible environment

Location: Skopje, N. Macedonia

Seniority: Entry level

Employment type: Full-time (3:00 PM – 12:00 AM) Monday through Friday

Job function/department: Operations

Reports to: Contact Center Manager

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje, N Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time, all while reducing operational costs.

Position Summary:

Front Logix is seeking motivated and articulate outbound call agents to support top-of-funnel recruitment efforts for two well-established medical schools in the Caribbean. Agents will engage with prospective students to encourage them to start their applications and either transfer live calls or schedule appointments with university admissions advisors.

Key Responsibilities:

• Conduct a high volume of outbound calls (100+ per day) to prospective students.
• Engage prospects in meaningful conversations to assess interest and readiness to apply.
• Encourage prospects to begin their application or schedule a live appointment with a university admissions advisor.
• Accurately document call outcomes and maintain detailed records in the CRM system.
• Follow call scripts and guidelines while adapting to individual prospect needs.
• Meet daily and weekly performance targets related to call volume, connections, and conversions.

Qualifications and Skills:

• Previous experience in outbound calling, sales, or customer service preferred.
• Excellent verbal communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Comfortable using CRM systems and call tracking tools.
• Professional, goal-oriented, and persistent.

What we offer:

• Private health insurance
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience

Location: Skopje, N. Macedonia

Seniority: Mid to Senior level

Employment type: Full-time 2 pm to 10 pm, Monday through Friday

Job function/department: Operations

Reports to: Senior Director of Operations and People

About Front Logix Solutions:

Located in Santa Monica California, USA and Skopje, N. Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Manager of Client Services and Sales Support plays a key leadership role that bridges the gap between client relationship management and sales enablement. This individual will be responsible for ensuring exceptional service delivery to clients while providing essential support to the sales team to help streamline processes, improve efficiency, and contribute to business growth. The ideal candidate will be both client-focused and process-driven, with a strong ability to collaborate cross-functionally and deliver results.

Key Responsibilities:

1. Client Relationship Management & Sales Support Coordination
   • Serve as a primary point of contact for key client accounts, ensuring their needs are met and expectations exceeded.
   • Foster strong relationships with existing clients and prospects, aligning their goals with our service offerings.
   • Promote collaboration and communication between client services and sales teams to ensure consistent messaging and delivery.
2. Service Delivery & Operations Support
   • Partner with service delivery teams to monitor KPIs like customer satisfaction, SLA performance, and service quality.
   • Ensure client onboarding and service delivery align with promises made during the sales cycle.
   • Track and manage client account health, identifying potential risks and growth opportunities.
3. Account Growth & Retention Support
   • Work closely with sales on upsell and cross-sell strategies for existing clients.
   • Support the creation and execution of client retention plans and renewal strategies.
   • Assist in identifying and nurturing opportunities for account expansion.
4. Proposal & Contract Coordination
   • Manage the preparation of proposals, RFPs, and contracts in collaboration with sales and legal teams.
   • Assist in developing pricing models and deal structures that meet both client expectations and company goals.
   • Support sales in contract negotiations by providing key information and ensuring alignment with internal policies.
5. Reporting & Analytics
   • Track and report on metrics related to client satisfaction, SLA adherence, sales pipeline, and win/loss rates.
   • Provide actionable insights from data to inform decision-making for both sales and client service teams.
   • Support regular forecasting efforts and pipeline reviews.
6. Team Management & Development
   • Lead and mentor members of the client services and sales support teams.
   • Set clear goals and expectations, aligning team activities with business objectives.
     Promote a culture of continuous improvement and professional development.
7. Process Optimization & Enablement
   • Identify areas to improve operational workflows between sales and client services.
   • Support the implementation of CRM tools and enablement platforms to drive efficiency.
   • Collaborate with marketing on creating playbooks, case studies, and training tools.
8. Issue Resolution & Escalation Handling
   • Manage escalations from clients or sales reps, ensuring timely and effective resolution.
   • Identify root causes of recurring issues and implement corrective actions.
   • Coordinate with relevant departments to solve complex challenges as needed.
9. Cross-Functional Collaboration
   • Work with finance, marketing, operations, and HR to align processes and improve client and sales outcomes.
   • Coordinate with marketing on lead generation, campaigns, and messaging strategies.
   • Collaborate with operations to ensure a seamless client experience across onboarding and ongoing service.
10. Client Experience & Revenue Support
    • Help drive revenue growth through effective support of sales activities and continuous improvement of client experience.
    • Leverage client feedback and performance data to refine processes and elevate service quality.
    • Assist in developing initiatives that improve client satisfaction and promote long-term partnerships.

Qualifications and Skills:

• 2 years + Experience in client service management and sales support, preferably in BPO or a related service-based industry.
• Strong interpersonal, analytical, and communication skills.
• Hands-on approach to problem-solving and project management.
• Ability to collaborate across departments and lead small to mid-sized teams.
• Familiarity with CRM tools, performance metrics, and sales enablement practices.

What we offer:

• Private health insurance
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience

Location: Skopje Macedonia

Seniority: Mid Level

Employment type: Full-time / Hybrid

Weekdays: 5:30 PM to 2:00 AM

Weekends: 3:00 PM to 11:30 PM (weekend shifts are rotational)

Job function/department: Operations

Reports to:  WFM Service Lead

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines how companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

We are seeking a highly motivated and detail-oriented Workforce Management Specialist / Real Time Analyst to join our team. This individual will be responsible for monitoring and optimizing staffing levels, managing real-time agent schedules, and ensuring service levels are maintained across all contact types. The ideal candidate will have a strong understanding of workforce management strategies, excellent analytical skills, and the ability to collaborate with cross-functional teams to meet operational goals.

Key Responsibilities:

• Staffing & Scheduling Optimization:
  • Monitor all contact types and execute strategies to respond to understaffing or overstaffing situations, including agent re-skilling, PTO arrangements, and overtime management.
  • Optimize weekly schedules based on forecasted contact volume, handle times, breaks, lunches, and offline activities.
  • Track and analyze absenteeism and schedule adherence, adjusting as necessary to ensure service levels are met.
  • Review and process VTO, PTO, and OT requests in real-time to ensure balanced staffing.
• Schedule Adherence Management:
  • Manage real-time agent adherence to schedule, including breaks, lunches, and off-phone activities, and enter exceptions into WFM solution.
  • Monitor and communicate with supervisors to ensure adherence and manage off-phone activities efficiently.
• Data Management & Reporting:
  • Maintain accurate and up-to-date agent information including new agent onboarding, terminations, FMLA, and vacation days.
  • Distribute intraday and daily service KPI performance reports to stakeholders, providing commentary and insights on key performance metrics.
• Vendor & Outsourcing Coordination:
  • Utilize WFM tools to determine staffing requirements for both internal teams and outsourced vendors, ensuring alignment with service level expectations.
• Real-Time Performance Monitoring:
  • Provide real-time escalation and recovery capabilities in the event of service failures, ensuring smooth restoration of service.
  • Monitor call statistics and service levels, collaborating with supervisors to manage agent workload and performance.
• Process Improvement & Automation:
  • Continuously review and improve current scheduling processes, recommending automation or enhancements to increase efficiency.
  • Conduct root cause analysis for performance issues and identify solutions to improve staffing and scheduling processes.

Required Qualifications / Experience / Knowledge:

• Excellent command of the English language, reading, writing, and speaking.
• At least two years of contact center WFM experience, including forecasting, scheduling, and real-time adherence
• Demonstrated experience finding multiple solutions to complex problems
• Hands-on experience with WFM software applications
• Strong oral and written communication skills
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Familiarity with key metrics, service levels, adherence, shrinkage
• Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (days, nights, weekends, holidays)
• Experience with managing competing client needs and prioritizing work plans utilizing good time management
• Ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment
• Strong MS Office skills, specifically Excel

What we offer:

• Private health insurance
• Vacation and paid holidays
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience