FrontLogix | Beyond Customer Care

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Workforce Analyst and WFM Solution Implementation Specialist

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Outsourcing, CX Strategy, and Technology

Location: Skopje, N. Macedonia

Seniority: Mid-Senior Level

Employment type: Full-time, 2-4 pm to 11 pm – 1 am, Monday through Friday (some days are flexible)

Job function/department: Operations

Reports to: Operations Manager (Operations)

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 streamline the way 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:

The Workforce Analyst and WFM Solution Implementation Specialist is responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real-time intraday management, as well as guiding clients through the setup and implementation process, understanding their unique needs, and providing training and support. We are seeking a dedicated and customer-focused Workforce Analyst and WFM Solution Implementation Specialist to ensure a seamless and successful experience for our clients. This position requires a strong understanding of call planning, forecasting, managing demand, and capacity concepts in a contact center environment.

The ideal candidate should have strong communication skills, project management expertise, and a passion for delivering exceptional customer experiences.

Required Qualifications / Experience / Knowledge:

  • Minimum two years of experience as a WFM Analyst or in WFM implementation and training.
  • Strong project management skills, capable of handling multiple client processes simultaneously.
  • Proficient in English, with excellent communication and interpersonal skills.
  • Technical aptitude with familiarity in SaaS products and technologies.
  • Experience in solution training and client support.
  • Proficiency in collaboration tools and CRM software.
  • At least two years of contact center experience, including expertise in forecasting, scheduling, and real-time adherence.
  • Demonstrated ability to solve complex problems with multiple solutions.
  • Hands-on experience with software implementation.
  • Ability to maintain professional relationships at all organizational levels.
  • Knowledge of key contact center metrics like service levels, adherence, and shrinkage.
  • Flexibility to work in a 24/7/365 call center environment, including irregular hours.
  • Experience in managing competing client needs and effectively prioritizing tasks.
  • Strong proficiency in MS Office, especially Excel.
  • Excellent time management skills for a dynamic, fast-paced setting.

Duties and Responsibilities: 

  • Communicating with clients throughout the software customization process for feedback and approval.
  • Customizing software systems based on individual client needs and specifications.
  • Ensuring awareness of key deliverables and project milestones among the project team.
  • Providing cost and time estimates for additional client customizations.
  • Being proactive, hardworking, and deadline-oriented in a fast-paced, dynamic environment.
  • Developing strategic roadmaps for new technology implementations, aligning with deadlines, budgets, and client needs.
  • Guiding technical system configuration, optimization, and maintenance company-wide.
  • Providing technical support and feedback throughout the implementation life cycle.
  • Collaborating directly with project managers and business leaders to achieve implementation goals.
  • Analyzing and reporting on contact volumes and handling times in a multi-skilled contact center.
  • Creating schedules to meet service level, sales, abandonment, training, and budgetary goals.
  • Adjusting weekly schedules based on forecasted contact volume and handle times.
  • Approving and scheduling time off and overtime, considering forecasts and intraday needs.
  • Maintaining annual vacation schedules, balancing forecasts, and training requirements.
  • Gathering and analyzing data for shift/holiday bids and managing their production and distribution.
  • Ensuring goals for service level, abandonment, occupancy, and cost per minute are met by adjusting schedules as needed.
  • Monitoring real-time service levels, queue volumes, and agent availability to support service targets.
  • Scheduling training, meetings, and other off-phone activities based on forecast and intraday statistics.
  • Shifting contact volume intraday between workgroups and contact centers.
  • Creating custom management reports and tracking statistics for department pilots and projects.
  • Maintaining and distributing departmental productivity reports and managing agent information in databases.
  • Processing attendance, tracking, and payroll with high accuracy and timeliness.
  • Creating and distributing WFM Daily Productivity and Agent Adherence reports.
  • Participating in WFM daily standup sessions and distributing Hourly Productivity Updates.
  • Executing project plans to ensure timely and budget-compliant completion of implementation phases.
  • Communicating with stakeholders to identify and resolve issues during the implementation process.
  • Managing all aspects of implementation projects, including planning, organizing, overseeing workflow, and communicating progress.
  • Monitoring performance metrics to ensure goal attainment during implementation.
  • Conducting solution training and post-implementation audits for effectiveness.

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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