Real-Time Analyst Intern, Back Market
Online marketplace for refurbished electronics
Be an early applicant
Online marketplace for refurbished electronics
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To restore trust and desire for refurbished devices.
Role
Who you are
- We are seeking a highly motivated and detail-oriented Real-Time Analyst Intern to join our dynamic Customer Care Team
- This role is ideal for someone looking to develop experience in workforce management, data analysis, and customer service operations
- Currently pursuing a degree in Business, Data Analytics, Operations Management, or a related field
- Strong analytical skills with a keen eye for detail
- Proficiency in Excel, Google Sheets, or other data analysis tools
- Strong communication skills and ability to work collaboratively with external partners and internal teams
- Ability to work in a fast-paced, dynamic environment
- Familiarity with customer service operations or workforce management tools (e.g., WFM software) is a plus
- Knowledge of BPO operations or experience working with third-party vendors
What the job involves
- 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
- 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.)
- 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
- 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
- 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
- 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
Application process
- HR phone screen interview with a Talent Acquisition specialist
- Home assignment
- Technical and cultural fit interview with your managers
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialize this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, they hope to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 16 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has raised over $1 billion in capital, which has been invested in expansion across new and current markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-4% employee growth in 12 months
Company
Company benefits
- An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,
- Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right)
- Professional development programs, internal mobility, and the opportunity to make your career what you want it to become
Company HQ
19th arrondissement of Paris, Paris, IDF
Articles
Leadership
Previously Logistic Export Assistant at Devanlay Lacoste and Account manager at Neteven.
Vianney Vaute
(Chief Creative Officer)Previously Digital Strategist at Visual Link, Strategic Planner at BETC Paris and Strategist at Five by Five.
Salary benchmarks
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