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Doctolib is seeking a Real-Time Flow Analyst to join its Workforce Management (WFM) organization. In this role, you will be the operational backbone of Doctolib's multi-channel (voice and digital) and multi-site contact centers, ensuring real-time alignment between WFM forecasts and operational reality.
You will monitor live volumes against predictions by channel, detect immediate deviations (overload, critical queues, underutilization), and activate contingency plans when unexpected events occur—sudden absences, unanticipated spikes, or technical incidents. You will track key KPIs including SLA, ASA, answer rate, and staffing adherence, signaling gaps to supervisors and taking corrective action.
A critical responsibility is orchestrating activity rerouting between hot and cold flows when imbalances emerge, coordinating skill transfers and available resources across all sites. You will document incidents, root causes, and corrective actions, feeding reliable field data back to WFM planners to improve forecasting models. You will participate in weekly WFM reviews to align real-time observations with planning strategy.
This is a full-time, permanent position (CDI) based in Nantes with hybrid flexibility (2 days remote per week). The role reports into the WFM leadership team and serves as a key liaison between operations teams and WFM management.
Requirements:
- 2–3 years minimum experience as a Real-Time Analyst, WFM Analyst, or equivalent real-time flow management role in a contact center
- Proficiency in one or more Workforce Management tools and Excel/Google Sheets for data analysis and operational dashboard construction
- Knowledge of contact center metrics (SLA, AHT, ASA, occupancy rate, adherence) and dimensioning models such as Erlang C
- Demonstrated reactivity and composure under pressure, with the ability to make rapid decisions while maintaining analytical rigor in data interpretation
- Clear, assertive communication skills with the ability to maintain plan coherence against operational demands and convey appropriate messages to stakeholders
Nice-to-have:
- Experience in multi-channel (voice + digital) and multi-site environments
- Strong understanding of WFM planning challenges (forecasting, dimensioning, shrinkage)
- Proficiency with real-time reporting tools and operational dashboard design
