Workforce Management Planner - Permanent - Barcelona
Papernest
Barcelona, Spain
On-site
Strategic volume forecasting
Resource planning & staffing
Performance monitoring & capacity optimization
As a WFM Planner, you will be responsible for forecasting workload (calls, leads, back-office tasks) and translating it into weekly staffing plans (FTEs)
Job Summary
As a WFM Planner, you will be responsible for forecasting workload (calls, leads, back-office tasks) and translating it into weekly staffing plans (FTEs).
You will continuously track forecast accuracy against actual performance, identifying variances and their root causes.
Thrive in an international and inclusive environment: everyone has a place at papernest.
Matching Summary
As a WFM Planner, you will be responsible for forecasting workload (calls, leads, back-office tasks) and translating it into weekly staffing plans (FTEs).
Skills & Requirements
Must-have
Strategic Volume Forecasting
Resource Planning & Staffing
Performance Monitoring & Capacity Optimization
Contact center operations experience
Forecasting and capacity planning
Google Sheets or Excel proficiency
Nice-to-have
Cross-Functional Stakeholder Management
French language fluency
Analytical Rigor
Strategic Communication
Proactive and curious mindset
Key Requirements
2+ years of experience in Workforce Management
Experience as a Planner or RTA
Experience in high-velocity, sales-driven environments