Capacity Planner - BPO Operations

Hi, we’re Back Market.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

ABOUT THE ROLE:

We are seeking a Capacity Planner to join our Operations team and optimize how we manage our call center workforce. In this role, you'll focus on workforce planning and resource allocation to ensure our ~800 customer care agents across six BPO locations can meet customer demand efficiently while controlling costs. Your work will be essential to maintaining smooth operations across all Back Market's business units.

This role is perfect for someone who enjoys working with data, solving complex operational challenges, and wants to contribute to Back Market's mission of making technology more sustainable through the circular economy.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

Capacity Planning & Forecasting

• Develop and maintain capacity planning models for Customer Care

• Create demand forecasts based on historical data, seasonality, and business growth projections

• Build and maintain workforce planning models, including staffing requirements and resource allocation

• Collaborate with Finance team on budget planning and capacity investment decisions

• Monitor and adjust capacity plans based on actual vs. forecasted performance

Data Analysis & Reporting

• Track and analyze key performance indicators related to capacity utilization

• Create and maintain dashboards and reports for stakeholders using Tableau, SQL, and Excel

• Perform root cause analysis on capacity constraints and operational bottlenecks

• Conduct scenario planning and "what-if" analyses for different business conditions

• Support monthly, quarterly, and annual business reviews with capacity insights

Cross-functional Collaboration

• Work closely with Operations, Finance, and Business teams to align capacity planning with business objectives

• Support BPO (Business Partner Outsourced) management with capacity forecasting

• Collaborate with BI team on data extraction, manipulation, and modeling needs

Process Improvement & Automation

• Identify opportunities to automate capacity planning processes

• Develop and improve forecasting methodologies and tools

• Create documentation and training materials for capacity planning processes

• Implement best practices for capacity management across the organization

YOU ARE IN THE RIGHT PLACE IF: ⭐

• You are perfectly fluent in english

• Bachelor's degree in Business, Engineering, Economics, Operations Research, or equivalent

• 3-5 years of experience in capacity planning, workforce planning, operations analysis, or similar analytical role

• Experience in fast-paced, high-growth environments (scale-up/startup preferred)

• Advanced Excel/Google Sheets (pivot tables, complex formulas, financial modeling)

• SQL proficiency for data extraction and analysis (Snowflake experience a plus)

• Tableau or similar BI tools for dashboard creation and data visualization

• Basic understanding of statistical forecasting methods

• Experience with capacity planning tools and methodologies

• Strong quantitative and analytical thinking

• Ability to break down complex problems and identify root causes

• Experience with P&L analysis and financial modeling

• Understanding of operational metrics and KPIs

• Attention to detail with exceptional accuracy

• Ability to work autonomously and manage multiple projects simultaneously

• Strong project management skills with ability to meet deadlines

• Collaborative mindset with ability to work across different teams

• Results-oriented with focus on continuous improvement