FrontLogix | Beyond Customer Care


Team Lead

Website frontlogix FrontLogix

Outsourcing, CX Strategy, and Technology

Location: Skopje Macedonia

Seniority: Mid-level to Senior

Employment type: Full-time 12 pm – 4 pm, until 9 pm -1 am; Mon-Fri

Job function/department: Customer Service

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:

The Customer Experience Team Lead is responsible for overseeing and managing the performance and development of the Repair Sales Advisors, and will handle the day-to-day operation of our Customer Experience (CX) team. The team lead informs and motivates the team to successfully meet the Service Level Agreements (SLA) across all communication channels. They are responsible for coaching and improving the CX expectations and development of the team and organization. Additionally, the team lead will collaborate and be in charge of implementing large-scale initiatives that impact the CX team, including but not limited to process improvements, project management, and operational excellence.

Duties and Responsibilities:

On the mentioned job position, Team Lead, the Employee will perform the following working duties and will have the following responsibilities:

  • Manage 5-10 agents across remote and in-house locations
  • Oversee day-to-day teams operation and performance
  • Being a knowledgeable resource for the Team and other team members
  • Create a healthy and motivating work environment
  • Ensure every team member is trained thoroughly during the onboarding process and has the tools necessary to succeed in their role
  • Discover training needs and provide coaching
  • Support individual team members to pursue meaningful growth opportunities, both within the departments and in cross-functional teams
  • Audit and perform quality coaching and feedback sessions
  • Work with the Contact Center Manager to run performance processes as well as draft and execute performance improvement plans if needed
  • Communicate and drive the success of business updates, process changes, company initiatives and goals to the team
  • Lead daily stand-ups as required, sharing:

-Report on yesterday’s performance

-Expectations for the day

-Operational changes/challenges

-Policy or process updates

– Any other report required by CC Manager

  • Track attendance and update our workforce management tool live through any operational changes
  • Working with the CC Manager to run performance processes as well as draft and executive performance improvement plans
  • Report any issue; escalation to the CC Manager
  • Ensure open and transparent communication with the CC Manager
  • Following direct instructions and ensuring meeting deadlines provided by the CC Manager

Required Qualifications / Experience / Knowledge:

  • 2+ years in a supervisory role in a CX or support team (no specific industry required)
  • Excellent communication skills and highly collaborative
  • Demonstrate poise and maturity; keep a calm, positive disposition even in stressful moments
  • You are passionate about training, teaching, learning, and development
  • You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
  • You have a strong work ethic, keep a level head, and don’t get flustered easily
  • Previous experience handling customer escalations is a strong plus
  • Previous experience working on inter-team initiatives is a strong plus
  • 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 leadership and time-management skills
  • Email, Google Search, communication tools
  • Usage of any phone system (e.g. VOIP)
  • High school diploma

Preferred Skills:

  • Sales experience

A competitive compensation package is offered based on qualifications:

  • 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

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