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Doctolib is seeking a Real-Time Analyst (RTA) to join its Workforce Management (WFM) organization in Nantes. In this role, you will serve as a central operational hub for managing multi-channel (voice and digital) and multi-site contact centers, ensuring alignment between WFM forecasts and real-world operations minute-by-minute.
Key Responsibilities:
- Monitor real-time volumes against forecasts by channel (calls, tickets) and immediately identify deviations such as overload, critical queue buildup, or underutilization
- Track critical KPIs including SLA, ASA (Average Speed to Answer), answer rates, and staffing levels versus plan; activate contingency protocols for unexpected events (sudden absences, unanticipated spikes, technical incidents)
- Ensure advisor adherence to schedules, flag discrepancies to supervisors, and take corrective action to restore alignment
- Orchestrate activity rerouting between hot and cold flows when imbalances occur, coordinating skill transfers and available resources across all sites
- Document incidents, root causes, and corrective actions; provide WFM planners with reliable operational data (actual absences, behavioral patterns, recurring trends)
- Participate in weekly WFM reviews to align real-time observations with planning strategy
You will be the key liaison between field teams and WFM leadership, maintaining service levels and quality of experience for healthcare professionals and patients.
Requirements:
- 2–3 years minimum experience as an RTA, WFM Analyst, or similar real-time operations role in a contact center
- Proficiency with one or more WFM tools and Excel/Google Sheets for data analysis and operational dashboard construction
- Knowledge of contact center metrics (SLA, AHT, ASA, occupancy rate, adherence) and Erlang C dimensioning models
- Demonstrated reactivity and composure under pressure, with ability to make quick decisions while maintaining analytical rigor in data interpretation
- Clear and assertive communication skills; 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
