.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.What does a Workforce Manager (WFM) do?As our BPO Workforce Manager, think of yourself as the strategist who keeps our operations smooth, efficient, and always one step ahead. You'll be the one monitoring email queues, managing backlogs, minimizing phone wait times, and ensuring that every interaction we have with our customers is timely and efficient. The goal? Operational excellence—by enhancing workflows, reducing Average Handling Time (AHT), and balancing resource allocation for maximum impact.Imagine your role as a Workforce Manager:You're at the center of everything—overseeing real-time performance, working closely with our BPO partners, and collaborating with other teams to identify improvements. You're looking at today's staffing and tomorrow's forecasts, managing email queues, and anticipating changes in demand. You will be the go-to person for optimizing resources and making data-backed decisions that align with our growth.YOUR MISSION (IF YOU ACCEPT IT):Real-Time Monitoring:Keep an eye on queues and backlogs, ensuring customer queries are resolved efficiently.Manage phone and chat wait times, implementing strategies to minimize customer delays.Track SLAs and productivity across teams, providing actionable reports to stay on target.Workflow Optimization:Spot bottlenecks and inefficiencies, developing solutions to streamline processes.Collaborate with teams across the company to implement workflow enhancements, boosting productivity and reducing AHT.Performance Analysis:Maintain scheduling accuracy across all departments.Analyze forecast vs. actual data to identify gaps and opportunities, aligning resources to meet demand.Partner Collaboration:Be the primary point of contact for our BPO partners, fostering strong relationships and communication.Work together with BPOs on shared goals for optimizing workflows and enhancing performance.Monitor daily staffing levels, attendance, and schedule adherence, ensuring teams are prepared to meet every demand.Continuous Improvement:Lead initiatives aimed at enhancing efficiency and reducing operational costs.Drive ongoing improvements in operational processes to keep us agile and responsive in a fast-paced environment