Real-Time Monitoring Analyst, Papernest
Subscription and utility bill management platform
Be an early applicant
Subscription and utility bill management platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
Papernest's mission is to make contract and utility management simple for everyone.
Role
Who you are
- Proficiency in real-time monitoring tools and ability to analyze data to detect and address deviations quickly
- Ability to work under pressure to achieve performance and quality objectives
- Strong internal service mindset and responsiveness to team needs
- Excellent communication skills to interact effectively with all levels of the organization, including production managers, BPOs, and internal departments
- Ability to manage multiple priorities simultaneously and adjust resources in real time to optimize performance
- Ability to quickly identify problems and coordinate necessary actions to resolve technical incidents or performance deviations
What the job involves
- 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
- Track call/interaction volumes (Inbound/Outbound), team availability, and deviations from forecasts
- Implement immediate corrective actions, such as dynamic resource allocation
- 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)
- Maintain regular interaction with production managers, BPOs, and team leaders to optimize resource management and productivity
- Monitor technical incidents impacting site performance
- Prepare and distribute performance indicator reports (QoS, SLA) at various intervals (daily, weekly, monthly)
- Share results with production and planning teams
- Monitor and manage non-productive hours, such as training, coaching, and breaks
- Maximize the use of these hours to minimize their impact on productivity
- Adjust resources in real time based on activity volumes
- Coordinate with managers to manage breaks and work schedules
- Identify, communicate, and manage technical incidents affecting operations
- Collaborate with support teams to resolve issues quickly (e.g., Diabolocom/Salesforce)
- 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)
Application process
- Contact: Wolfgang Sanz, Talent Acquisition Specialist – Human Resources
Our take
Papernest helps customers manage their utility bills and subscriptions via its online platform. It predominantly focuses on streamlining the administration involved in moving house, like changing or cancelling water bills and gym registrations, with an additional service that works like a more conventional price comparison site for utilities like internet and gas. It is providing a much-needed service in what's proven to be an interestingly narrow and non-competitive niche.
The company so far has been partnering with real estate agency referrals to bring new customers on board. So the boom in people changing homes over the last few years is likely to have played strongly in Papernest’s favour. It has leveraged a strategic partnership with open banking firm Tink, using the company’s broader European coverage to springboard into more geographies.
Papernest seems something of a rare find: a solution that neatly resolves a large and material problem, that’s proven hugely popular, and yet that hasn’t inspired a flurry of would-be competitors. With the housing market still relatively hot, and mid-term moves inspired by the growing digital-nomad lifestyle still on the rise, Papernest seem to be in a rosy position. If it gets too rosy though, it may have to watch its back.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (1 round)
Oct 2017
$11.8m
SERIES A
Total funding: $11.8m
Company benefits
- Incredible offices in Barcelona, in the heart of 22@ (1500 m2 of furnished terraces, showers, spaces dedicated to catering and rest, Zen garden, games area, etc.) 5 minutes from Poblenou beach! 🏖️
- Remote working possible 1 day per week (including Monday and Friday)
- Unlimited free coffee and tea!
- Self-service snacks and other delicacies
- Choose between Mac and PC, we take care of the rest 💻
- Paperparty every month to decompress 🎉
- Breakfast offered every Thursday 😋💪
- Great professional challenges
- Brilliant colleagues among whom to grow
- Ambitious development prospects / internal mobility
- Career support programs
- An great international atmosphere
- Regular team training
- Regular events and team building
Company HQ
Pont-de-Flandre, Paris, France
Leadership
Previously an Associate at McKinsey & Company, alongside teaching case-cracking analysis at HEC Paris.
Benoît Fabre
(Managing Director)Previously co-founded Visit1Museum, before moving on to consult with Advancy.
Salary benchmarks
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