Data Insights Analyst
hace 1 semana
**About Back Market**
Company Overview:
We are the world's leading refurbished electronics marketplace, empowering people to consume tech sustainably by offering a high-quality, accessible, and eco-friendly alternative to buying new electronics.
With over 650 team members powering operations in 18 countries, we've been named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021.
Your Mission: Data Insights Analyst - Customer Care Optimization
We're seeking a highly motivated and detail-oriented Data Insights Analyst to join our dynamic Customer Care Team. As an integral part of our team, you will play a crucial role in ensuring smooth operational performance by managing and analyzing real-time data for our customer care operations.
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.
About the Role:
- Real-Time Monitoring: Monitor real-time call volumes, agent availability, and other key performance indicators (KPIs) to ensure external BPO partners meet performance goals.
- Incident Management: Escalate any service delivery issues to relevant stakeholders and 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.
- Workforce Coordination: Support scheduling adjustments based on forecasted demand and real-time agent availability.
- Communication: Maintain clear communication channels between internal teams and BPO partners to ensure timely updates and action on any performance-impacting events.
Requirements:
- Pursuing a degree in Business, Data Analytics, Operations Management, or a related field.
- Strong analytical skills with a keen eye for detail.
What We Offer:
A competitive salary range of $60,000 - $80,000 per annum, depending on experience, as well as opportunities for professional growth and development in a dynamic and innovative environment.
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