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Workforce Management Team lead (H/F) - 🇪🇸

CDI
Barcelona
Salaire : Non spécifié
DĂ©but : 10 janvier 2021
Télétravail occasionnel
Expérience : > 5 ans

Papernest
Papernest

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Le poste

Descriptif du poste

As a Workforce Management Team Leader you’ll have a central position in our operational delivery being responsible for producing accurate forecasts and administering our ambitious capacity plan. You’ll have to convey the papernest mindset and ambition to your team, and deliver scheduling for more than 600 employees.

In order to do so you’ll have to coordinate forecasts, scheduling, and real time monitoring.

  • Deploy our operational roadmap. You’ll be responsible for meeting our QoS objectives, and designing our international (5 countries) planning strategy.
  • Define agent requirements according to the levels of service committed through the realization of different forecasting and planning scenarios. Deliver a clear recruitment plan with talent acquisition and operational managers.
  • Manage WFM Analytics and reporting, and monitor on an intraday and daily basis our forecasts assumptions. You’ll have to monitor very closely any KPIs that impact our QoS and Productivity. Take any corrective action that is needed in case of a deviation.
  • Feed and monitor our external partners with forecasts and objectives. You’ll be the owner of the relationship with their WFM Team, and for reviewing with them any deviation.
  • Responsible for scheduling 500 agents, you can understand and take in hand very quickly our current scheduling tool and make it fit perfectly with our needs.
  • Responsible for all the WFM communications we might need to send (Holidays, Bank Holidays…), you’ll have to make sure that all production decisions that might impact staffing are duly reported to the WFM team.
  • Manage and structure WFM Team. Coordinate and streamline communication with operational and marketing teams.
  • Follow-up with papernest growth and new challenges coming in next few months : + 300 employees to schedule, a new WFM tool to deploy and integrate into our current infrastructure and structure WFM Team!

Profil recherché

  • At least 5 years of experience in WFM
  • A managerial experience
  • Perfect English speaking is compulsory, French Speaking is a plus
  • KPI’s & data-driven mindset
  • Excellent mastering of Excel / Gsheet
  • Great sense of communication
  • Good knowledge of spanish labor legislation

Why papernest?

  • You will be working with talented, smart, and great people
  • You will have high responsibility and autonomy to make as much impact as you can imagine
  • You will be working in a fast-growing and internationally expanding company with great opportunities for you to step up in your career
  • You will work in a meritocracy with test-and-learn and fear-nothing attitude where truths rule and politics have no space
  • And not mention our much loved monthly theme paper-party and other events

Your manager

You will be managed by Pauline, our Head of WFM & Data Operations. As comfortable on a football field as on a dataset, Pauline knows how to juggle operational urgency and analytical distance. For more than 2 years in papernest, the database holds no more secrets for her, and she will know how to sharpen your analytical mind and make you a SQL champion!


DĂ©roulement des entretiens

  • First call with the recruitment team
  • An Excel test
  • Interview with Pauline (Your future manager)
  • Interview with ClĂ©ment (Barcelona site director)
  • Interview with Quentin (Head of Operations)

If this challenge is yours, we look forward to meeting you!.

papernest is a disability-friendly company.

Remote work applicable upon the company policies.

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