Real-Time Analyst Permanent Barcelona

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 dont 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 dont 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 its 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 theres 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

Dont hesitate any longerwe look forward to meeting you! Regardless of your age gender background religion sexual orientation or disability theres a place for you with us. Our selection processes are designed to be inclusive and our work environment is adapted to everyones needs.

We particularly encourage applications from women. Even if you feel that you dont 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.