Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.

We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market.

With over 900 employees, we are strengthening our position as a European market leader. 

As a Real-Time Analyst, your mission is to ensure operational performance by monitoring live metrics and taking immediate action to maintain service levels and productivity. While the Scheduler builds the coverage plan, your role is to protect its execution, dynamically managing resources to bridge the gap between planning and reality.

Key Responsibilities

Real-Time Monitoring & Intraday Management

• Live Performance Tracking: Continuously monitor key performance indicators (KPIs) including Service Level (SL), ASA, Queue Backlog, Occupancy and Adherence to ensure operational health.

• Dynamic Resource Allocation: Identify and resolve staffing gaps in real-time. You will proactively manage understaffing risks and optimize overstaffing to prevent productivity loss.

• Operational Execution: Take immediate corrective actions by reassigning agents across queues, pause / activate channels (Inbound/Outbound), and adjusting schedules (breaks, lunches, OT, or VTO) to meet fluctuating demand.

Stakeholder Coordination & Incident Response

• Strategic Alignment: Act as the central point of contact between Operations, Team Leaders, and BPO vendors to align real-time actions with business priorities and sales targets.

• Adherence Oversight: Monitor schedule adherence live - tracking logins, logouts, and auxiliary states - and collaborate with Team Leaders to address deviations immediately.

• Crisis Management (Business Continuity Plan): Rapidly identify and manage technical incidents or sudden demand spikes. You will trigger Business Continuity Plans (BCP) and maintain clear communication across all channels until recovery.

Intraday Insights & Reporting

• Performance Analysis: Deliver concise intraday updates on performance vs. targets, highlighting risks and actions taken.

• Impact Projection: Analyze the drivers of any deviations to provide accurate End-of-Day (EOD) impact projections to the leadership team.

Preferred Tech Stack :

We are looking for a candidate comfortable navigating a modern WFM and Sales ecosystem.

• WFM & Scheduling: Experience with tools such as Deputy, NICE IEX, or Verint.

• Telephony & ACD: Familiarity with systems like Diabolocom, Genesys Cloud, or Amazon Connect.

• Data & Reporting: Advanced proficiency in Google Sheets (or Excel), with exposure to BI tools like Tableau or Looker.

• CRM Knowledge: Practical experience with Salesforce, HubSpot, or Zendesk.

• Communication: Fluent in Slack and Zoom for fast-paced, remote coordination.

• Bonus Skills: Knowledge of automation or scripting (Google Apps Script, Python) and incident monitoring tools (Datadog) is a significant plus.

Your Profile

Analytical Mastery & Real-Time Agility

• Data-Driven Decision Making: You possess a sharp analytical mindset with the ability to monitor live data and detect deviations instantly. You don't just see numbers; you see the story they tell and know how to adjust course.

• Problem-Solving Under Pressure: You thrive in fast-paced environments. When service levels drop or technical incidents occur, you remain calm, decisive, and focused on maintaining operational health.

• Planning & Prioritization: You are an expert at managing multiple priorities simultaneously. You know how to balance productivity goals with employee well-being and business continuity.

Communication & Relationship Management

• Collaborative Mindset: You act as a strategic partner to Operations, Team Leaders, and BPO vendors. You are able to translate complex real-time data into clear, actionable instructions for non-technical stakeholders.

• Incident Coordination: You have a "Business Continuity Plan mindset" capable of identifying issues rapidly and coordinating cross-functional responses to resolve technical or performance-related crises.

Technical & Language Skills

• WFM & Tool Proficiency: You are comfortable with modern WFM ecosystems (e.g., Deputy, Verint, or NICE) and have hands-on experience with ACD systems like Diabolocom or Genesys.

• Advanced Data Handling: You are highly proficient in Google Sheets or Excel (modeling, pivot tables) and familiar with CRM environments like Salesforce or HubSpot.

• Languages:

  • French : bilingual level (C2).

  • English: a strong professional working proficiency is a significant plus for our global operations.

Mindset

• Proactive & Results-Oriented: You don't wait for a crisis to happen. You anticipate risks and propose solutions before they impact the business or the customer experience.

• Curiosity: You are eager to explore automation (Python, Google Apps Script) to simplify processes and improve reporting accuracy.

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: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, 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 Friday, 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.

✨ Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.

Hiring process:

• 1st Interview (30 min): video call in English & French with Aurore Lainé, Talent Acquisition Specialist.

• WFM Test

• Technical Interview: Scenario-based discussion with Marvin Chavez, your future manager.

• Business Case: Final presentation and strategy deep-dive with Marvin Chavez, your future manager, Aymeric Gillardin our Prod. Director.

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.