Workforce Manager

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?

Imagine your role as a Workforce Manager:
**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 wayReady 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 in