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):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.
).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.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.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.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.
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