Real-Time WFM Specialist – Multilingual (Valencia)
9 days ago
Valencia
ph3Your Purpose /h3 pJoin our MSC Cruises Excellence Hub in Valencia as a WFM Real Time Specialist, supporting a high‑volume, multilingual operation at the heart of our global growth. In this role, you will monitor and manage real‑time performance across inbound sales, outbound telesales, and service activities, ensuring operations remain aligned with commercial and operational targets. With a strong attention to detail and a passion for performance, you will proactively identify risks, anticipate deviations, and support timely corrective actions by helping maintain stability, efficiency, and consistent results in a fast‑paced environment. Working closely with Team Leaders, Regional Managers, Operations, Market Contact Center Managers, and Global WFM teams, you will act as a key enabler of performance control and optimisation, ensuring alignment across markets. /p h3Your Impact /h3 h3Proactive Performance Management Actioning /h3 ul liAnticipate performance gaps (conversion drops, low productivity, queue build‑up, outbound inefficiencies) and proactively trigger corrective actions. /li liProvide real‑time recommendations to Team Leaders, Regional Managers, and Operations Manager on actions such as: ul liresource reallocation /li licall blending (inbound vs outbound) /li liprioritisation of high‑value leads /li libreak/lunch optimisation /li /ul /li liSupport rapid decision‑making to protect both revenue and customer experience. /li /ul h3Outbound Inbound Sales Optimization /h3 ul liMonitor outbound campaign performance (contact rates, conversion, productivity) and suggest optimisation actions. /li liSupport balancing between inbound demand and outbound sales activities to maximise overall commercial performance. /li liIdentify opportunities to improve lead utilisation, dialing strategies, and sales effectiveness. /li /ul h3Hybrid Workforce Intraday Coordination /h3 ul liManage real‑time performance across hybrid teams (on‑site and remote), ensuring consistent visibility and control. /li liCoordinate intraday activities across regions, languages, and shifts. /li liEnsure adherence to schedules and highlight risks related to absenteeism, shrinkage, or misalignment. /li /ul h3Market Global WFM Alignment /h3 ul liCollaborate closely with Market Contact Center Managers, ensuring real‑time actions are aligned with market priorities, campaigns, and customer behaviours. /li liAct as a key coordination point between the MSC Cruises Excellence Hub and local market WFM for intraday performance management. /li liEnsure full alignment with Global WFM processes, standards, and governance, applying consistent methodologies and tools. /li liProvide feedback to Global WFM on performance trends, operational challenges, and improvement opportunities. /li /ul h3Performance Insights Reporting /h3 ul liProvide real‑time dashboards and intraday reporting to support operational decisions. /li liHighlight key trends, recurring issues, and performance drivers. /li liSupport post‑day analysis to identify improvement opportunities and refine future planning assumptions. /li /ul h3Collaboration Continuous Improvement /h3 ul liWork closely with Operations, Regional Managers, Team Leaders, Market CC Managers, and Planning teams to ensure aligned execution. /li liContribute to improving real‑time management practices, tools, and decision frameworks. /li liSupport continuous optimisation of workforce utilisation and operational efficiency. /li /ul h3Your Journey so far /h3 h3Essential Experience Skills /h3 ul li3–5 years of experience in WFM real‑time management, intraday control, or contact centre performance roles. /li liStrong experience in sales‑driven environments, including inbound sales and outbound telesales campaigns. /li liProven ability to monitor performance and proactively drive corrective actions. /li liExperience working in hybrid and multi‑site environments. /li liStrong understanding of contact centre KPIs (conversion, AHT, occupancy, adherence, productivity). /li liSolid understanding of the Spanish Labour Law environment. /li liStrong knowledge of CTI platforms, Genesys PureCloud preferred. /li liStrong knowledge of CRM platforms, Salesforce preferred. /li liExperience with WFM tools (e.g. Peopleware – preferred, NICE IEX, Verint, Genesys, Calabrio). /li liStrong Excel and data analysis skills. /li /ul h3Key Competences /h3 ul liStrong analytical mindset with ability to interpret data in real time. /li liProactive and solution‑oriented approach. /li liAbility to anticipate issues and act quickly under pressure. /li liStrong communication skills, with confidence in influencing operational stakeholders. /li liAbility to balance operational discipline with commercial priorities. /li liHigh attention to detail and structured thinking. /li liAbility to operate effectively in fast‑paced, dynamic environments. /li /ul h3Your Essentials /h3 ul liFluency in English required; additional languages (French, German, Italian) are a plus. /li liFull right to work in Spain. /li liAvailability to work in a shift‑based environment aligned with operational needs. /li liOn‑site role based in Valencia, with responsibility over hybrid teams. /li /ul pWorking Hours: Availability of working rotating shifts, including evenings and weekends (opening office 12/7). /p pLocation: Valencia, Spain. /p /p #J-18808-Ljbffr