Real-Time Analyst Intern

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Real-Time Analyst Intern

Job ID: 21336103
Date: December 3, 2024
Job function:
Location: Barcelona, ES

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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.
  • 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

RECRUITMENT PROCESS: 📅

  • HR phone screen interview with a Talent Acquisition specialist
  • Home assignment
  • Technical and cultural fit interview with your managers
WHY SHOULD YOU JOIN US ? ✌🏼
– A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
– An attractive salary, multiple benefits (meal tickets, health insurance, etc…), internal events, etc… 
– Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!
– A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!
– We embrace work life balance which includes flexible working hours and the opportunity to work from home. 
– A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.
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.

Read more

Bordeaux is never boring

Lots of adventure.
Plenty to explore.

Bordeaux offers great food and great quality of life. It’s famous for wines and cheeses. Join us here, and you can work off a bit of lunchtime brie by biking back to the office along a moon-shaped harbor. For weekend excitement, visit the Pyrenees mountains, surfer beaches, and fairytale castles.

Your kind of culture

Group of colleagues posing in front of a photobooth camera
Large group of colleagues standing in front of a lake holding a number of single letter signs that together read 'Keep Back Market Weird'
Three male colleagues playfully posing for a picture behind a DJ set
Group of colleagues crouched around a small outdoor vegetable patch box

We’re here to SABOTAGE!

SABOTAGE! is 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.

SABOTAGE! will save us all.

Sticking to this mindset is what will save us from boredom, save us from the pitfalls of hypergrowth, and save us from becoming a “corporation” in the evil sense of the word.

SABOTAGE! is our constant call to action.

It’s a reminder not to rest on our laurels or credit cards. It points us to where we want to go but also tells us to stay true to who we are.

Group of colleagues posing in front of a photobooth camera
Large group of colleagues standing in front of a lake holding a number of single letter signs that together read 'Keep Back Market Weird'
Three male colleagues playfully posing for a picture behind a DJ set
Group of colleagues crouched around a small outdoor vegetable patch box

We’re here to SABOTAGE!

SABOTAGE! is 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.

SABOTAGE! will save us all.

Sticking to this mindset is what will save us from boredom, save us from the pitfalls of hypergrowth, and save us from becoming a “corporation” in the evil sense of the word.

SABOTAGE! is our constant call to action.

It’s a reminder not to rest on our laurels or credit cards. It points us to where we want to go but also tells us to stay true to who we are.

“At Back Market, you feel that the founders and the employees
are very committed, and it’s powerful to be on that boat.”

Joana Costa, Senior Backend Engineer

It’s all about neat problems

Our SABOTAGE! spirit is about ingenuity and the love of a challenge. So, you’ll find us inventing new word plays for one of our ads or live streaming the Rubik’s Cube World Cup on a lunch break.

We move faster than the rest with rewards and a feedback culture

During an impromptu football match or a yearly growth report meeting, we’re inspired by giveaways, shares, and a culture of collaboration.

United we stand. Divided we fail to get to net zero.

We’re global citizens. At our All-hands annual party you could hear French, German, or Japanese, but in the office we only speak one language—the language of climate action.

It’s all about neat problems

Our SABOTAGE! spirit is about ingenuity and the love of a challenge. So, you’ll find us inventing new word plays for one of our ads or live streaming the Rubik’s Cube World Cup on a lunch break.

We move faster than the rest with rewards and a feedback culture

During an impromptu football match or a yearly growth report meeting, we’re inspired by giveaways, shares, and a culture of collaboration.

United we stand. Divided we fail to get to net zero.

We’re global citizens. At our All-hands annual party you could hear French, German, or Japanese, but in the office we only speak one language—the language of climate action.

Career on the rise

Where will your career take you?

Victor Lambilly

Victor Lambilly

Conversion Rate Optimizer

Jun 2017 – Apr 2019 – 1yr 11mos

Head of Merchandising

Apr 2019 – Present – 3yrs 5mos

Head of Merchandising & Catalog

Feb 2021 – Present – 1yr 7mos

Laura Escarbassiere

Laura Escarbassiere

Office Manager

Aug 2020 – Mar 2021 – 8mos

Workplace Manager

Mar 2021 – Oct 2021 – 8mos

Internal Communication Manager

Oct 2021 – Present – 11mos

Riwa El Boujemi

Riwa El Boujemi

Payment & Fraud Analyst

Jun 2018 – Dec 2018 – 1yr 7mos

Marketplace Business Analyst

Jan 2019 – Sep 2019 – 9mos

Junior Financial Planning & Business Analyst

Sep 2019 – Sep 2021 – 2yrs 1mo

Senior Financial Planning Analyst – North America

Sep 2021 – Present – 1yr

Victor Lambilly
Victor Lambilly
Laura Escarbassiere
Laura Escarbassiere
Riwa El Boujemi
Riwa El Boujemi

Who’s in our team?

Amandine Durr

Chief Product Officer
Paris, France

“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”

LinkedIn

Amandine Durr

Chief Product Officer
Paris, France

“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”

LinkedIn

Amandine Durr

Chief Product Officer
Paris, France

“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”

LinkedIn

An ambitious tech stack we’re continuously improving

Our ambitious objectives require the most powerful tech. The stack connects the latest software, frameworks, programming languages, and data storage solutions.

docker
CLOUDFLARE
Rest API
circleci
fast api
FLASK
github
GO logo
javascript
Vuejs
PYTHONN
TS

Better tech. Better world.

01

Fired Up

Life is short… And as much as we think you’re great, we don’t want you to spend all of it at Back Market. So make the most of it. Get excited, get mad, get weird, and get 100% committed.

02

Don’t fear fear.

We have a risk-taking spirit. It’s our obligation to make bold moves. That’s the only way we have a fighting chance in the battle against New.

03

Say it straight, Hear no hate

We want Back Market to be a safe space.Put yourself out there and say what you really think, but say it kindly and constructively.

04

Humble hearts dirty hands.

You’re part of the team, not in competition with it. Cultivate a deep compassion and respect for your teammates. We’re better as a whole when we learn from each other.

05

One team, One time.

We must work together to maximize this resource and constantly ask ourselves if our time is properly allocated or if it can be more impactful elsewhere.

06

It’s not green enough.

We consistently seek to improve our social and environmental footprint, and pave the way for the whole industry to follow.

Our application process

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec elementum dui sit amet ipsum convallis, id.

Step 1 –
CV Screening + Recruiter Phone Screen

Objective

  • Assess: Experience/English skills/motivation/IC level
  • Engage candidate
  • Clarify hiring process
  • Confirm eligibility:
  • Can work remotely or relocate/Visa issues/Notice period/Salary expectation
  • Telephone Interview
  • online test
  • 30 Minutes

Step 2 –
Tech Screening

Objective

  • Assess the tech basics to qualify the candidate for the round of deep interviews
  • Validate the IC level of the candidate
  • (Re)present Back Market engineering #Ambassador
  • Telephone Interview
  • online test
  • 30 Minutes

Step 3 –
Tech interview

Objective

  • Candidate’s potential to grow
  • Leadership skills
  • Team fit & overview of the big picture
  • Telephone Interview
  • online test
  • 30 Mintues

Step 4 –
Team interview

Objective

  • Candidate’s potential to grow
  • Leadership skills
  • Team fit & overview of the big picture
  • Telephone Interview
  • online test
  • 30 Mintues

Step 5 –
Team interview

Objective

  • At the final stage we are checking the values-fit based on the Sabotage guidebook
  • Telephone Interview
  • online test
  • 30 Minutes
Apply now

Better tech. Better world.

01

Fired Up

Life is short… And as much as we think you’re great, we don’t want you to spend all of it at Back Market. So make the most of it. Get excited, get mad, get weird, and get 100% committed.

02

Don’t Fear Fear

We have a risk-taking spirit. It’s our obligation to make bold moves. That’s the only way we have a fighting chance in the battle against New.

03

Say it straight, Hear no hate.

We want Back Market to be a safe space.Put yourself out there and say what you really think, but say it kindly and constructively.

04

Humble hearts, Dirty Hands.

You’re part of the team, not in competition with it. Cultivate a deep compassion and respect for your teammates. We’re better as a whole when we learn from each other.

05

One Team, One Time.

We must work together to maximize this resource and constantly ask ourselves if our time is properly allocated or if it can be more impactful elsewhere.

06

It’s not green enough!

We consistently seek to improve our social and environmental footprint, and pave the way for the whole industry to follow.

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Want to solve unsolvable problems?
Make magic happen here.

We support ingenious minds. So, you can grab our terrific tech stack and be free
to do something completely unexpected.