High Performance Data Analyst
hace 7 días
Company Overview
">Back Market is a leading refurbished electronics marketplace that powers operations in 18 countries. Named one of the World's Most Innovative Companies by Fast Company, our mission is to empower people to consume tech sustainably. We have contributed to avoiding the production of over 1 million tons of CO2e worldwide since our launch.
Job Summary
">We are seeking a highly motivated and detail-oriented High Performance Data Analyst to join our Customer Care Team. As an analyst, 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.
Your Mission
">- ">
- Monitor real-time call volumes, agent availability, and other key performance indicators (KPIs) to ensure external BPO partners meet performance goals.">
- Track real-time adherence of customer care agents to schedules, ensuring service levels are maintained across all channels.">
- Escalate any service delivery issues to relevant stakeholders and collaborate with internal teams and BPO partners to identify, troubleshoot, and resolve operational bottlenecks.">
Responsibilities
">- ">
- Assist in generating real-time performance reports to assess SLA compliance and provide actionable insights for 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.">
Requirements
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- CURRENTLY PURSUING A DEGREE IN BUSINESS, DATA ANALYTICS, OPERATIONS MANAGEMENT, OR A RELATED FIELD.">
- Strong analytical skills with a keen eye for detail.">
Salary
">$65,000 - $85,000 per year
BENEFITS
">We offer a competitive salary and benefits package.
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