Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting!).
Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps
lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.
Be part of an exciting and growing international adventure that will change the way the world consumes tech.
We are seeking a highly motivated and detail-oriented Real-Time Analyst Intern to join our dynamic Customer Care Team. As an intern, you will play a crucial role in ensuring smooth operational performance by managing and analyzing real-time data for our customer care operations, which are delivered through external Business Process Outsourcing (BPO) partners. You will support the Capacity Planner and BPO Managers to help maintain service level agreements (SLAs), improve customer experience, and optimize staffing resources.
This role is ideal for someone looking to develop experience in workforce management, data analysis, and customer service operations.
YOUR MISSION (IF YOU ACCEPT IT): 🥇
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Real-Time Monitoring:
- Monitor real-time call volumes, agent availability, and other key performance indicators (KPIs) to ensure the external BPO partners are meeting performance goals.
- Track real-time adherence of customer care agents to schedules, ensuring service levels are maintained across all channels (phone, chat, email, etc.).
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Incident Management:
- Escalate any service delivery issues (e.g., high call volumes, system outages) to relevant stakeholders.
- Collaborate with internal teams and BPO partners to identify, troubleshoot, and resolve operational bottlenecks.
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Reporting & Analytics:
- Assist in generating real-time performance reports to assess SLA compliance and provide actionable insights for the BPO partners.
- Perform data analysis to identify trends and patterns, contributing to recommendations for process improvements.
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Workforce Coordination:
- Support scheduling adjustments based on forecasted demand and real-time agent availability.
- Provide recommendations to optimize staffing levels in coordination with the Workforce Management team and BPO partners.
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Communication:
- Maintain clear communication channels between internal teams and BPO partners to ensure timely updates and action on any performance-impacting events.
- Contribute to daily or weekly operations meetings with stakeholders to discuss performance outcomes and action plans.
YOU ARE IN THE RIGHT PLACE IF: ⭐
- Currently pursuing a degree in Business, Data Analytics, Operations Management, or a related field.
- Strong analytical skills with a keen eye for detail.
- Proficiency in Excel, Google Sheets, or other data analysis tools.
- Strong communication skills and ability to work collaboratively with external partners and internal teams.
- Ability to work in a fast-paced, dynamic environment.
- Familiarity with customer service operations or workforce management tools (e.g., WFM software) is a plus.
- Knowledge of BPO operations or experience working with third-party vendors
RECRUITMENT PROCESS: 📅
- HR phone screen interview with a Talent Acquisition specialist
- Home assignment
- Technical and cultural fit interview with your managers
WHY SHOULD YOU JOIN US ? ✌🏼
- A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
- An attractive salary, multiple benefits (meal tickets, health insurance, etc...), internal events, etc…
- Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!
- A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!
- We embrace work life balance which includes flexible working hours and the opportunity to work from home.
- A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.
Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.
