WFM Scheduler (MF) Permanent Barcelona
WFM Scheduler (MF) Permanent Barcelona
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Job Description
This year marks 10 years since we set out to simplify our customers lives with an innovative platform to subscribe manage and switch all types of contracts seamlessly.
Since then we havesupported over 2 million customers across France Spain and Italy expanded into new verticals and grown into a leading European scale-up with 900 employees.
We are looking for talent 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 a Scheduler your mission will be to transform staffing plans into optimized schedules that ensure the right coverage across our multilingual in-house sales operations. You will build maintain and adjust schedules balancing business needs with employee preferences and compliance. You willcollaborate with WFM Operations and vendors to ensure schedules are realistic efficient and aligned with service level goals.
Key Responsibilities
Scheduling & Rostering
- Build weekly and/or monthly schedules based on staffing plans and forecasted demand.
- Distribute shifts by queue skill and site to maximize SLA and occupancy.
- Manage shift bids schedule swaps vacation requests and exceptions.
- Ensure compliance with labor law contracts and internal policies.
- Coordinate break/lunch/training slots to optimize intraday coverage.
Execution & Adjustments
- Update schedules in response to last-minute changes (absences overtime business needs).
- Share updated rosters with Ops RTM and BPO vendors on time.
- Track schedule adherence and provide insights for continuous improvement.
- Collaborate with RTM to realign resources during live operations when needed.
Analysis & Reporting
- Monitor schedule effectiveness (coverage vs. demand adherence shrinkage).
- Highlight coverage risks and propose mitigation actions.
- Support continuous improvement by analyzing deviations and recommending adjustments
Your profile :
Analytical & Organized
- 2 years of WFM experience ideally as Scheduler or RTA.
- Strong organizational skills and detailed orientation.
- Familiarity with WFM concepts: SLA shrinkage occupancy adherence productive hours.
Tools & Technical Skills
- Experience with scheduling tools (Deputy Verint NICE Genesys or similar).
- Proficiency in Google Sheets/Excel (pivot tables lookups schedule formatting).
- Comfortable managing multiple queues skills and geographies.
Business Orientation
- Previous contact center experience ideally in sales environments.
- Ability to balance business requirements with employee well-being.
Collaboration & Communication
- Strong communicator able to explain schedule impacts clearly.
- Proactive and solution-oriented when facing coverage risks.
- Experience working with both internal teams and BPO partners.
Languages
- English and Spanish: Required (working language across all markets).
- French: A strong plus (to collaborate with France-based teams and vendors).
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 français or en español
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 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.
Hiring process:
- Introductory Call Conversation with our Talent Acquisition team to assess cultural fit and experience.
- Scheduling Test Completion of a short exercise via Google Form.
- Technical Interview Discussion with Marvin Chavez (WFM Manager) focused on technical skills and scenarios.
- Business Case Presentation Presentation of a weekly schedule and coverage analysis to the WFM Manager Ops Director and RTM team.
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
