Workforce Manager

Description du poste:

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.

YOU ARE IN THE RIGHT PLACE IF: ⭐

* Experience: At least three years in Workforce Management within call centers or customer service, with a strong background in BPO operations.
* Communication Skills: A natural collaborator who can influence and work across departments.
* Proactivity: Solution-driven, proactive, and ready to drive change.
* Attention to Detail: Precision-oriented, adaptable, and able to thrive in a performance-focused setting.
* Ability to present and explain complex information to non-technical staff in a user-friendly way

Ready to take on a role where every day's work has a direct impact? We want someone who's not just looking for a job but for a mission-to drive efficiency, optimize resources, and be a vital part of our customer care journey.

WHY SHOULD YOU JOIN US ? ✌🏼

- A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
- A meaningful company: we became a mission-driven company in January 2022.
- Be part of a worldwide growing company based in Europe, the USA and Asia to face great challenges : you will have the freedom to innovate and adopt new ideas!
- Work alongside passionate experts: who will share their knowledge and help you develop and grow in your career.
- Grow your career: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!
- Leadership Academy by Back Market:"be a coach not a dictator" is at the core of this program ! We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- An attractive salary, equity and a host of benefits including : Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc…
- Remote friendly company : up to 2 days of remote work per week!
- One Loving Tribe: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
- Be part of one of our Employee Resource Groups createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
- Several internal events: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
- We're here to SABOTAGE: It's our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.

Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

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