Workforce Manager

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Workforce Manager

Job ID: 21250151
Date: November 7, 2024
Job function:
Location: Bordeaux, FR

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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.
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.

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

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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.