Real-Time Analyst

Description

Summary: Join Hello Watt as a Real-Time Analyst (VIE) to ensure operational performance by managing real-time flows, anticipating imbalances, and optimizing team performance. Highlights: 1. Pilot real-time performance and monitor key indicators continuously 2. Coordinate teams and manage incidents effectively 3. Analyze, recommend, and improve operational performance daily **About Us** ------------ **Hello Watt reduces household energy bills** by accelerating housing decarbonization and electrification. With over **2 million downloads**, the **Hello Watt app** enables every household to measure, understand, and control its energy consumption while benefiting from the best energy offers on the market. Across France, Hello Watt installs **solar panels, batteries, heat pumps, and EV charging stations**, all managed via the Hello Watt app to maximize savings. Backed by a team of over 250 passionate professionals, Hello Watt makes **energy simpler, more accessible, and smarter**. We restore households’ control over their energy consumption — in France and across Europe. **Job Description** ----------------------- As part of our operational expansion, Hello Watt is strengthening the team responsible for managing our comparison service with a new Real\-Time Analyst position (VIE), based at our Valencia site. Your role: ensure daily operational performance by optimally distributing incoming traffic across multiple sites, considering scheduling constraints, with one clear objective: guarantee fast response times and high customer satisfaction. You act as the vital link between planning and execution — directly managing live traffic, anticipating imbalances, and activating the right levers to enable teams to perform under optimal conditions. You work in close, direct collaboration with the comparison service operations team, team leads, directors of our operational sites, and other team leads — in an environment where every decision matters and your impact is immediately visible. **Your Responsibilities** **Pilot Real-Time Performance** You are in charge of production: you continuously monitor key performance indicators (KPIs), detect discrepancies between incoming traffic and available staffing per production site, and take immediate decisions to maintain service quality. You are the first to identify bottlenecks — and the first to act. * Continuously monitor key KPIs across all inbound and outbound campaigns. * Identify mismatches between traffic volume and available staffing, and adjust real-time distribution across campaigns and sites. * Take immediate corrective actions to sustain service quality: reassigning tickets, adjusting permissions, handling high-value tickets (emergencies, appointments, callbacks). * Anticipate traffic peaks and troughs before they impact performance, and alert relevant teams (Marketing, Ops, sites) to trigger appropriate actions. **Coordinate Teams and Manage Incidents** You serve as the central point of contact among operations, sites, the comparison team, and internal tools. You coordinate real-time actions and ensure each team has the necessary resources and information to meet its objectives. * Manage schedules and access compliance in coordination with site directors and team leads. * Master and administer our internal tools (CRM, telephony platform, internal systems). * Report tool-related issues to the product team, along with concrete improvement proposals. * Coordinate corrective actions across teams. **Analyze, Recommend, Improve** Beyond real-time management, you analyze the previous day’s performance daily using our daily reporting, identify deviations, and formulate concrete recommendations to teams for long-term performance improvement. * Daily analysis of performance KPIs and trend identification using our reporting tools. * Formulate recommendations to team leads and site directors based on goal achievement. * Regularly audit processing quality across our production tools (CRM, telephony platform, internal systems): process adherence, communication compliance, and call attempt validity. * Conduct ad-hoc analyses as required by business needs. **Candidate Profile** -------------------- **Your Profile** * Prior experience in a call center, operational control, or workforce management (WFM) is highly valued: you understand real-time challenges, can interpret production KPIs, and thrive in a demanding customer service environment. * You are analytical and reactive: you detect data anomalies before they escalate into problems. * You make swift, prioritized decisions in a dynamic environment. * You communicate clearly with diverse stakeholders: you translate complex data into concrete, actionable operational steps. * You are proficient with CRM and telephony tools and quickly adapt to new systems. * You are under 28 years of age and have never held an employment contract in Spain. **Hello Watt’s Values**: * **Impact more**: we support households in their energy transition and leverage technology to help them control their consumption. We aim high to maximize this impact. * **User focused**: listening closely to our customers, we strive to delight them through exceptional service and product quality. * **One caring team**: we prioritize the well-being and development of every individual, building relationships grounded in humility and honesty. **Recruitment Process** -------------------------- * First interview via video call or phone * Case study and debrief with Chloé, our Strategy & Operations Analyst * Final interview with the Site Director **Additional Information** -------------------------------- * Contract type: **VIE** (12 to 24 months) * Location: **Valencia** * **Occasional remote work permitted**