This year marks 10 years since we launched the idea that simplifying our customers' lives is possible by offering an innovative solution that allows them to easily subscribe to, manage, and switch all types of contracts through a unique and intuitive platform.
In that time, we have supported more than 2 millions customers in France, Spain, and Italy, while investing in new verticals and positioning ourselves as a highly efficient, innovative, and competitive scale-up in a rapidly growing market.
With over 900 employees across 3 locations, we are solidifying our position as a market leader in Europe. We are always on the lookout for talent ready to join a dedicated and motivated team driven by a meaningful project. Working with us means embracing a culture of excellence, innovation, and real impact.
As a Real-Time Monitoring Analyst M/F, you will have the followed Main Mission:
The RTM Analyst's primary mission is to maximize the efficiency of resources in real time and ensure the achievement of key objectives (QoS, SLA, productivity). This role involves real-time monitoring of activity indicators (call volume, team availability, etc.) to anticipate, detect, and respond to deviations in collaboration with production teams and internal departments.
Key Responsibilities:
- Real-Time Monitoring of Key Indicators:
Track call/interaction volumes (Inbound/Outbound), team availability, and deviations from forecasts.
Implement immediate corrective actions, such as dynamic resource allocation.
- KPI Management:
Monitor agent productivity, adherence to deadlines (SLA), and service quality (QoS).
Control agent attendance and status, and manage non-productive periods (breaks, training, administrative tasks).
- Coordination with Production Teams:
Maintain regular interaction with production managers, BPOs, and team leaders to optimize resource management and productivity.
Monitor technical incidents impacting site performance.
- Reporting and Communication:
Prepare and distribute performance indicator reports (QoS, SLA) at various intervals (daily, weekly, monthly).
Share results with production and planning teams.
- Analysis and Management of Non-Productive Hours:
Monitor and manage non-productive hours, such as training, coaching, and breaks.
Maximize the use of these hours to minimize their impact on productivity.
- Resource Planning and Adjustments:
Adjust resources in real time based on activity volumes.
Coordinate with managers to manage breaks and work schedules.
- Incident Management and Technical Monitoring:
Identify, communicate, and manage technical incidents affecting operations.
Collaborate with support teams to resolve issues quickly (e.g., Diabolocom/Salesforce).
- Weekly Analysis and Future Planning:
Monitor hourly trends and performance results (%Productive, etc.).
Provide recommendations to planning teams to adjust forecasts and resource planning for special days, seasons, and specific periods (holidays, high/low seasons).
Your profile :
- Analytical Skills:
Proficiency in real-time monitoring tools and ability to analyze data to detect and address deviations quickly.
- Results and Service Orientation:
Ability to work under pressure to achieve performance and quality objectives.
Strong internal service mindset and responsiveness to team needs.
- Communication and Collaboration:
Excellent communication skills to interact effectively with all levels of the organization, including production managers, BPOs, and internal departments.
- Time Management and Prioritization:
Ability to manage multiple priorities simultaneously and adjust resources in real time to optimize performance.
- Crisis Management Skills:
Ability to quickly identify problems and coordinate necessary actions to resolve technical incidents or performance deviations.
What we offer :
Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it’s not uncommon here to start a sentence in English and finish it en français or en español ¡
💸 Compensation: Fixed and variable salary based on monthly and annual targets, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).
🏆 Benefits: as a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers!
🩺 Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).
🍽️ Meals & partnerships: a healthy breakfast offered every Tuesday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).
📚 Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.
📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.
Hiring process:
- to be updated
Interested in this challenge? 🙂
Don’t hesitate any longer—we look forward to meeting you! Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs.
We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application. Parity and diversity are essential assets to our success.