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papernest Logo papernest · Customer Service

Workforce Management Planner

Spain, Barcelona · Job Posted April 23, 2026
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Job Description

Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform. We have supported more than 2 million customers across France, Spain, and Italy. With over 900 employees, we are strengthening our position as a European market leader. As a WFM Planner, you will be responsible for forecasting workload (calls, leads, back-office tasks) and translating it into weekly staffing plans (FTEs). In this role, you will act as the link between historical data, planning assumptions, and staffing execution for both internal teams and BPO partners.

Job Responsibility

  • Build and maintain volume forecasts across various horizons, ranging from weekly tactical views to quarterly strategic outlooks
  • Analyze historical trends and seasonal patterns for each specific queue and market to ensure high-precision modeling of workload (calls, leads, and back-office tasks)
  • Translate workload projections into clear, actionable staffing requirements (FTEs)
  • Define staffing needs and communicate them effectively to internal operational teams and BPO partners
  • Continuously track forecast accuracy against actual performance, identifying variances and root causes
  • Proactively adjust capacity plans and planning assumptions to mitigate risks and optimize resource utilization
  • Act as a central hub for planning by collaborating closely with Operations, Real-Time Management (RTM), Business Intelligence (BI), and external vendors
  • Facilitate data-driven discussions to synchronize recruitment, training, and real-time execution with long-term workforce strategy

Requirements

  • 2+ years of experience in Workforce Management, with a proven track record as a Planner or RTA
  • Used to work in contact center operations, ideally within high-velocity, sales-driven environments
  • Hands-on experience in forecasting and capacity planning, with the ability to manage complexity across multiple queues or geographies
  • Deep understanding of core metrics, including SLA, shrinkage, AHT, occupancy, and productive hours
  • Highly proficient in Google Sheets or Excel (advanced formulas, pivot tables, modeling)
  • Experience building automated dashboards or forecast models
  • Prior exposure to industry-standard WFM software (e.g., Verint, NICE, Genesys)
  • English is daily working language
  • Fluency in French is a strong asset
  • Sharp analytical mindset with high attention to detail
  • Ability to translate complex data into clear insights and influence non-technical stakeholders
  • Proactive and curious, capable of building structures and making progress with limited inputs

Nice to have

  • Fluency in French
  • Ability to manage multiple queues or geographies

What we offer

  • International and inclusive environment
  • Plan for Subscription Warrants for Company Creators (BSPCE)
  • Pluxee card for voluntary compensation system (transportation, dining, childcare)
  • Attractive deals as home insurance provider and supplier of green electricity and gas
  • Medical insurance through Alan or Sanitas with up to 50% coverage after 6 months
  • Healthy breakfast every Friday
  • Partnerships with various services in Barcelona (restaurants, sports, leisure, care centers)
  • Ongoing training tailored to goals (technical, language, managerial skills)
  • Career development opportunities
  • 2 days of remote work per week
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