About this role
Role Overview
- Ensure operational performance by monitoring live metrics.
- Monitor key performance indicators (KPIs) including Service Level (SL), ASA, Queue Backlog, Occupancy and Adherence.
- Identify and resolve staffing gaps in real-time.
- Act as the central point of contact between Operations, Team Leaders, and BPO vendors.
- Rapidly identify and manage technical incidents or sudden demand spikes.
- Deliver concise intraday updates on performance vs. targets.
Requirements
- Analytical Mastery & Real-Time Agility: You possess a sharp analytical mindset with the ability to monitor live data and detect deviations instantly.
- Problem-Solving Under Pressure: You thrive in fast-paced environments.
- Expert at managing multiple priorities simultaneously.
- Collaborative Mindset: You act as a strategic partner to Operations, Team Leaders, and BPO vendors.
- WFM & Tool Proficiency: Comfortable with modern WFM ecosystems (e.g., Deputy, Verint, or NICE).
- Advanced Data Handling: Proficient in Google Sheets or Excel (modeling, pivot tables).
- Languages: French: bilingual level (C2); English: strong professional working proficiency is a significant plus.
Benefits
- Thrive in an international and inclusive environment: everyone has a place at papernest.
- Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations.
- Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).
- Attractive deals for employees on home insurance and green electricity and gas services.
- Medical insurance through Alan or Sanitas with up to 50% coverage by papernest (after 6 months in the company).
- Healthy breakfast offered every Friday.
- Access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.
- Numerous opportunities for career development.