Real Time Analyst

Job Description

Our mission ? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market. Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking! Our values: Customer focus | Prioritize customers in everything you do Ownership | Own your part, get things done Teamwork | Make (team)work easy Mastery | Continuously raise the bar Integrity | Always do what’s right, and respect people Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality. Discover the steps we took to create a discrimination-free hiring process . Customer Service & Onboarding is a key pillar of Qonto’s success strategy as we are on a mission to provide instant, safe, personalised support to new and existing customers. Our ambition is to provide the best service, offering 24/7 flawless support to all our customers. As Qonto is scaling quickly, we are looking for a Real Time Analyst who will play a critical role in maintaining the operational efficiency to help our internal teams provide a fast and seamless service to our clients. 👩‍💻🧑‍💻As a Real Time Analyst at Qonto, you will • Monitor Real-Time Operations: Continuously monitor chat and calls volumes, service levels, and performance in real-time to ensure service standards are met. • Adjust Schedules and Staffing: Make real-time adjustments to staffing and contacts routing to address unexpected call volume changes or teammates availability issues. • Analyze Performance Metrics: Use real-time data to identify trends, potential issues, and opportunities for immediate improvement of the operation. • Communication Hub: Act as the central point of contact for communication between the operational teams, ensuring that any real-time adjustments are clearly and effectively communicated. • Crisis Management: Quickly identify and respond to any emerging problems or anomalies in daily performance, implementing immediate corrective actions. • Prepare Real-Time Reports: Generate and distribute real-time performance reports to management, highlighting key insights and recommendations for immediate action. • Support Operational Decisions: Provide data-driven insights to support decision-making processes for improving real-time operational efficiency. 🤔 What you can expect • Possibility to tailor Workforce and Vendor Management standards and routines; • A positive, dynamic, and international working environment; • Joining one of Europe’s fastest-growing and most disruptive scale-ups; • A journey of personal development and fulfilment. 🤝 About your future manager Your manager will be Valentina , our Strategic Workforce Planning Manager. • Her Background: Valentina has a comprehensive background in workforce management and vendor relations. With over 7 years of experience in roles such as Workforce Manager and Operations Specialist, she joined Qonto in May 2023 and has played a key role in optimizing workforce planning and vendor partnerships. • What does she bring to the team Deep expertise in workforce management and vendor coordination. Valentina’s experience will guide you in effectively managing team dynamics, optimizing workforce utilization, and fostering productive vendor relationships. Her leadership will empower you to implement strategic workforce management practices and enhance the overall efficiency and success of the team. 🏅About You • Quick Thinker: You excel at making fast, data-driven decisions in high-pressure situations, ensuring minimal disruption to service levels. • Detail-Oriented: Your keen eye for detail ensures that you can quickly identify and address any discrepancies or issues in real-time data. • Collaborative Communicator: You have excellent communication skills, able to effectively coordinate and relay information between different teams and stakeholders. • Tech-Savvy: You have experience at using excel or any other data analysis tools, and are always eager to learn new technologies to enhance your capabilities. • Analytical Mindset: You thrive on analyzing real-time data to provide actionable insights and drive operational improvements. At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along. 🎁 Perks A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed. - Offices in Paris, Berlin, Milan, Barcelona, and Belgrade; - Tailor-made remote work policy depending on the job you apply for and where you live; - Competitive salary package; - A meal voucher; - Public transportation reimbursement (part or global); - A great health insurance (depending on the country); - Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities; - A progressive disability, and parenthood policy as part of our commitment to the Parental Act (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners; - Monthly team events. 💪 Our hiring process: - Interviews with your Talent Acquisition Manager and future managers - A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like We will send you an interview guide so you can best prepare yourself. On average our process lasts 20 working days and offers usually follow within 48 hours 🤞 To learn more about us: Qonto's Blog | Finextra | TechCrunch To know how your personal data will be processed during your application process or to request its deletion, please click here . Apply for this job