Workforce Management Planner - Permanent - Barcelona
About this role
<p><span>Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.</span></p><p><span>We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market.</span></p><p><span>With over 900 employees, we are strengthening our position as a European market leader. </span></p><p>As a <strong>WFM Planner</strong>, 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.</p><h3><strong>Key Responsibilities</strong></h3><ul><li><p><strong>Strategic Volume Forecasting</strong></p></li></ul><p>Build and maintain volume forecasts across various horizons, ranging from weekly tactical views to quarterly strategic outlooks. You will 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).</p><ul><li><p><strong>Resource Planning & Staffing Definition</strong></p></li></ul><p>Translate workload projections into clear, actionable staffing requirements (FTEs). You will be responsible for defining these needs and communicating them effectively to both internal operational teams and BPO partners, ensuring all parties are aligned on the headcount required to meet service level agreements.</p><ul><li><p><strong>Performance Monitoring & Capacity Optimization</strong></p></li></ul><p>Continuously track forecast accuracy against actual performance, identifying variances and their root causes. You will proactively adjust capacity plans and planning assumptions to mitigate risks, optimize resource utilization, and ensure the business remains agile in the face of volume fluctuations.</p><ul><li><p><strong>Cross-Functional Stakeholder Management</strong></p></li></ul><p>Act as a central hub for planning by collaborating closely with Operations, Real-Time Management (RTM), Business Intelligence (BI), and external vendors. You will facilitate data-driven discussions to synchronize recruitment, training, and real-time execution with the long-term workforce strategy.</p><p></p><h3><strong>Your profile : </strong></h3><h5><strong>Experience & Background</strong></h5><ul><li><p><strong>WFM Expertise:</strong> You have <strong>2+ years of experience in Workforce Management</strong>, with a proven track record as a Planner or RTA.</p></li><li><p><strong>Environment:</strong> You are used to work in <strong>contact center operations</strong>, ideally within high-velocity, sales-driven environments.</p></li><li><p><strong>Planning Mastery:</strong> You have hands-on experience in <strong>forecasting and capacity planning</strong>, with the ability to manage complexity across multiple queues or geographies. The <strong>ability to manage multiple queues or geographies</strong> is a strong asset for this role.</p></li></ul><h5><strong>Technical Skills</strong></h5><ul><li><p><strong>WFM Fluency:</strong> You have a deep understanding of core metrics, including <strong>SLA, shrinkage, AHT, occupancy, and productive hours</strong>.</p></li><li><p><strong>Data & Modeling:</strong> You are highly proficient in <strong>Google Sheets or Excel</strong> (advanced formulas, pivot tables, modeling) and have experience building automated dashboards or forecast models.</p></li><li><p><strong>Tools:</strong> You have prior exposure to industry-standard <strong>WFM software</strong> (e.g., Verint, NICE, Genesys).</p></li><li><p><strong>Languages:</strong> <strong>English</strong> is your daily working language. Fluency in <strong>French</strong> is a strong asset for collaborating with our France-based teams and partners.</p></li></ul><h5><strong>Mindset &