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. 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.

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.

Key Responsibilities

• Strategic Volume Forecasting

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).

• Resource Planning & Staffing Definition

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.

• Performance Monitoring & Capacity Optimization

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.

• Cross-Functional Stakeholder Management

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.

Your profile : 

Experience & Background

• WFM Expertise: You have 2+ years of experience in Workforce Management, with a proven track record as a Planner or RTA.

• Environment: You are used to work in contact center operations, ideally within high-velocity, sales-driven environments.

• Planning Mastery: You have hands-on experience in forecasting and capacity planning, with the ability to manage complexity across multiple queues or geographies. The ability to manage multiple queues or geographies is a strong asset for this role.

Technical Skills

• WFM Fluency: You have a deep understanding of core metrics, including SLA, shrinkage, AHT, occupancy, and productive hours.

• Data & Modeling: You are highly proficient in Google Sheets or Excel (advanced formulas, pivot tables, modeling) and have experience building automated dashboards or forecast models.

• Tools: You have prior exposure to industry-standard WFM software (e.g., Verint, NICE, Genesys).

• Languages: English is your daily working language. Fluency in French is a strong asset for collaborating with our France-based teams and partners.

Mindset & Soft Skills

• Analytical Rigor: You possess a sharp analytical mindset with a high level of attention to detail.

• Strategic Communication: You can translate complex data into clear insights and feel comfortable influencing non-technical stakeholders to drive decisions.

• Autonomy: You are proactive and curious, capable of building structures and making progress even when provided with limited inputs.

What we offer :

Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it's not uncommon here to start a sentence in English and finish it en français or en español ¡

💸 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, there's 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 ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).

🍽️ Meals & partnerships: a healthy breakfast offered every Friday, 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:

• 1st Interview (30 min): video call in English & French with Aurore Lainé, Talent Acquisition Specialist.

• WFM Test

• Technical Interview: Scenario-based discussion with your future manager, Marvin Chavez.

• Business Case: Final presentation and strategy deep-dive with Marvin Chavez.

Interested in this challenge? 🙂

Don't hesitate any longer-we look forward to meeting you! Regardless of your age, gender, background, religion, sexual orientation, or disability, there's a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone's needs.

We particularly encourage applications from women. Even if you feel that you don't 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.