Lead Planner WFM - Permanent contract - Barcelona
Lead Planner WFM - Permanent contract - Barcelona
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Job Description
This year marks 10 years since we launched the idea that simplifying our customers lives is possible by offering an innovative solution that allows them to easily subscribe to manage and switch all types of contracts through a unique and intuitive platform.
In that time we have supported more than 1.5 million customers in France Spain and Italy while investing in new verticals and positioning ourselves as a highly efficient innovative and competitive scaleup in a rapidly growing market.
With over 900 employees across 3 locations we are solidifying our position as a market leader in Europe. We are always on the lookout for talent ready to join a dedicated and motivated team driven by a meaningful project. Working with us means embracing a culture of excellence innovation and real impact.
The Lead Planner is responsible for ensuring that the human and operational resources (call center agents) of papernest sites are aligned with the resource demands forecast by the Operations Forecasting team thus optimising the monthly and daily adherence to such demand for each market site service day and time slot and complying with current labour regulations.
To this end he/she must ensure that the required resources (agents) are available at the right time propose the optimal types of contracts plan the schedules of these resources regularly manage the workforces needs in terms of work shifts and holiday requests and correct problems caused by absences among other things.
This role is critical to ensuring that the call centre operates efficiently and costeffectively meets QoS and SLA targets minimises availability maximises productivity and ensures customer satisfaction.
As Lead Planner your responsibilities are:
- Team Leadership: inspire train and guide the planning team fostering a culture of excellence and datadriven decisionmaking;
- Resource optimisation: ensure workforce allocation aligns seamlessly with resource demands from the Operation Forecast Team across markets sites and time slots. Evaluate and manage the types of contracts required (fulltime parttime...);
- Staffing roadmap management: lead the process of incorporating new staff when necessary to meet resource demands workforce planning and onboarding processes in partnership with Talent Acquisition and Training teams. Ensure the successful execution of recruitment and staffing strategies to meet operational demands;
- Scheduling and holiday management: design and optimize schedules that balance operational efficiency with compliance with labour laws. Manage holiday requests and adapt plans to address seasonal trends and special events;
- Planning Tools Management: maintain and ensure the accuracy of workforce planning tools like Deputy supporting informed decisionmaking;
- Communication and Coordination: act as the central point of contact for workforce planning providing clear reporting and facilitating operational adjustments.
Your profile:
- 2 4 years of demonstrable experience in resource planning and scheduling in call centre environments.
- Familiarity with WFM tools (e.g. NICE Genesys Verint Teleopti Deputy).
- Advanced knowledge of Microsoft Excel/ Google sheet and data analysis.
- Experience in the use of WFM software and call centre management systems (ACD Dialers ...).
- Knowledge of contact centre labour legislation in Spain (Convenio colectivo de call centres Espaa).
- Strong organisational skills with the ability to prioritise effectively
- Quick decisionmaking under pressure
- Clear and impactful communication skills in English and Spanish (French is a plus)
- Resultsdriven mindset with a focus on problemsolving and analytical thinking
- Adaptable flexible and a team player
- Eager to learn and master new tools quickly.
What we offer:
Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities its not uncommon here to start a sentence in English and finish it en franais or en espaol
Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation dining and childcare).
Benefits: as a home insurance provider and a supplier of green electricity and gas we offer attractive deals to our employees. After all theres no reason why things should only be simpler for our customers!
Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultrasimple paperless way with up to 50% coverage by papernest (after 6 months in the company).
Meals & partnerships: a healthy breakfast offered every Tuesday as well as partnerships with various services in Barcelona (restaurants sports leisure and care centers).
Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals whether it involves technical language or managerial skills.
Career Development: numerous opportunities are available for you to grow whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.
Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.
Hiring process:
- First call with Aurore from the Talent Acquisition team
- Technical test (Excel)
- Interview with JavierVP Sites Production and your futur manager
Interested in this challenge
Dont hesitate any longerwe look forward to meeting you! Regardless of your age gender background religion sexual orientation or disability theres a place for you with us. Our selection processes are designed to be inclusive and our work environment is adapted to everyones needs.
We particularly encourage applications from women. Even if you feel that you dont meet all the criteria outlined in this job posting please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team and we will carefully consider your application. Parity and diversity are essential assets to our success.
Employment Type
Full Time
