Workforce Management Executive (M/F) - Barcelona

For almost 10 years, papernest has successfully assisted over 1.5 million users in alleviating one of life's most tedious tasks: contract management. Our innovative solution empowers customers to seamlessly move, manage, and switch their contracts, all within a unified platform, and best of all, for free. Our services are available across France, Spain and Italy (for the time being !)In an ever-changing world, we take confident steps, guided by the continuous development of our self-sustaining business model. Our success story is woven around an innovative B2B2C model, forged through strategic partnerships with major players in real estate and banking.

We are dedicated to fostering an exciting and vibrant work environment because that's what brings out the best in us. We believe that business needs to be disruptive and ambitious in order to thrive.

However we're not limited to just being good at business. We are also committed to our social responsibility as we strive to actively... contribute to the community we belong to, minimize our environmental impact, and aim to foster a culture of social engagement and consciousness among our co-workers.

At the heart of our philosophy is the commitment to long-term success over short-term convenience. We highly value the contributions of each of our 800+ employees, providing them with ample opportunities for growth and the development of invaluable skills. As a Workforce Management Executive, you will oversee the daily monitoring of activity (calls and staff) at both internal and external sites and analyze call volume and staffing levels to take actions that optimize quality of service (QoS) and maximize team efficiency.

Functions:
? Have a thorough understanding of the agreed SLA?s, QoS, and staff KPIs, and ensure these are met through real-time monitoring of agents? activities;
? Monitor calls and queues, and allocate staff to ensure minimum availability and maximum productivity for each market we support;
? Manage daily exception requests in our scheduling system;
? Engage in real-time discussions with relevant stakeholders (both internal and external) and work closely with management to prioritize business and information needs.

You will be responsible for the following activities:
? Call traffic monitoring of internal and external centers and comparison with forecasts;
? Control of productive and non-productive statuses of internal and external centers and notification of these in real time;
? Analysis of the different KPIs and SLAs of the centers to determine and implement actions on the equipment in service;
? Detection, communication and monitoring of any technical incident that may affect the operation/productivity of the centers;
? Send real-time reports on the evolution of production indicators (absenteeism, productive/non-productive status and status of call queues);
? Follow-up of the experts' schedule compliance;
? Analysis of the call curve and making proposals to planners to implement changes in the schedule;

About you:
? You have strong analytical and communication skills and attention to detail
? You are able to multitask, and have problem-solving skills
? Proficient in Excel
? You are bilingual in English - French, Italian or Spanish is a plus.

What we offer:

By joining papernest you will benefit from a package composed of:
? Stock options (BSPCE)
? Bonus on objetives
? Sanitas health insurance, covered at 50% by papernest
? Flexible Remuneration System, allowing you to dedicate a part of your salary to tax free services (restaurants, childcare, transport,...), and thus save money!

... and you will be part of a working environment which is :
? Flexible thanks to a remote friendly policy (possibility of 2 days of home office per week)
? Inclusive, everyone has their place at papernest, and with more than 46 different nationalities, it is not uncommon to start a sentence in English et de la finir en Fran?is o en espa?l ?? Comfortable, with incredible offices and 1500 m2 of terraces and garden, all 5 minutes from the beach, perfect for sunny lunches ?
? Team oriented with regular events and team buildings
? Exciting and challenging, where you will find the necessary resources to develop your career thanks to our internal mobility policy
? Tasty : free breakfast every Tuesday!

Hiring process :
? First call with Talent Acquisition
? Interview with Anna, Workforce Manager
? Business Case
? Interview with Javier, VP Sites Production & Delivery

If this is your challenge, don't miss it! We look forward to meeting you, no matter your gender, race, age, religion, disability, or sexual orientation. Our selection processes and workplace are inclusive and adapted for everyone.

Ladies, we strongly encourage you to apply! Even if you feel that you do not meet all the criteria mentioned in this offer, please note that they are only indicative. Your application will be considered with great interest. Parity and diversity are an asset for our teams

Apply Job!