Workforce Planning Lead - Permanent contract - Barcelona

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 scale-up 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.

As Workforce Planning Lead, your main mission is to ensure efficient workforce planning across our contact centers by aligning staffing with forecasted needs, optimizing resources, and supporting operational performance goals (quality, service levels, productivity, customer satisfaction).

Your responsibilities

• Inspire, support, and guide the planning team while fostering a data-driven and performance-oriented culture.
• Align staffing across markets, sites, and shifts with operational needs, choosing the right contract types to ensure flexibility and coverage.
• Lead workforce planning and onboarding efforts in collaboration with Talent Acquisition and Training teams to meet evolving staffing demands.
• Design and manage effective schedules that comply with labor laws and adapt to peaks, holidays, and absences.
• Ensure the accuracy and effectiveness of planning tools (such as Deputy) to support timely and informed decision-making.
• Serve as the key point of contact for planning matters, providing clear reporting and facilitating operational coordination.

Your profile:

• 2–4 years of experience in workforce planning or scheduling, ideally in call center environments.
• Familiarity with WFM tools (e.g. NICE, Verint, Deputy, Teleopti, etc.).
• Strong Excel/Google Sheets and data analysis skills.
• Experience with contact center systems (ACD, dialers, etc.).
• Good knowledge of Spanish labor laws for call centers.
• Excellent organizational skills and ability to make quick decisions under pressure.
• Fluent in English and Spanish.
• Analytical, results-driven, and solution-oriented mindset.
• Adaptable, proactive, and eager to learn new tools quickly.

Hiring process:

• First call with Aurore, Talent Acquisition manager
• Technical test on Excel
• Interview with Javier, VP Sites Production and your futur manager
• Un business case to prepare and present a business to Javier

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 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.

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.