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Efficient Operations Manager
Il y a 2 mois
About Back Market
We are a leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries. We were named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021.
Our mission is to empower people to consume tech sustainably by offering a high-quality, accessible, and eco-friendly alternative to buying new electronics. Refurbished tech helps reduce electronic waste and fight against planned obsolescence.
We have contributed to avoiding the production of over 1 million tons of CO2e worldwide since our launch in 2014.
We are part of an exciting and growing international adventure that will change the way the world consumes tech.
Job Description
As our BPO Workforce Manager, you will be the strategist who keeps our operations smooth, efficient, and always one step ahead. You will monitor email queues, manage backlogs, minimize phone wait times, and ensure timely and efficient interactions with customers.
Your goal will be operational excellence by enhancing workflows, reducing Average Handling Time (AHT), and balancing resource allocation for maximum impact.
You will oversee real-time performance, work closely with our BPO partners, and collaborate with other teams to identify improvements.
Key Responsibilities:
- 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.
Requirements
To succeed in this role, you should have:
- At least three years of experience in Workforce Management within call centers or customer service, with a strong background in BPO operations.
- Natural collaboration skills, influencing and working across departments.
- Solution-driven, proactive, and ready to drive change.
- 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.
Benefits
As a member of our team, you can expect:
- An attractive salary ($60,000 - $80,000 per year) based on your location and experience.
- Equity participation in the company.
- A comprehensive benefits package including health insurance, relocation assistance, paid time off for activism, parental benefits, flexible hours, etc.
- Up to 2 days of remote work per week.
- The opportunity to work in a fast-paced, open-minded, and friendly environment.
- Access to our Employee Resource Groups, created around shared identities, common backgrounds, and/or special interests.
- Participation in internal events like The Monday Brief, The Somehands, and The All Hands.
About Us
We are a mission-driven company committed to addressing climate change through sustainable consumption. We are proud to be an Equal Opportunity Employer and strive to create a diverse, inclusive, and representative team. We value growth, innovation, and teamwork, and we believe that everyone deserves a seat at the table.
