WFM Scheduler (M/F) - Permanent - Barcelona

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 have supported 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 will collaborate 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, it’s not uncommon here to start a sentence in English and finish it en français or en español ¡

💸 Compensation: 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.

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? 🙂

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.