Real-Time WFM Specialist – Multilingual

Your Purpose

Aumente sus posibilidades de conseguir una entrevista leyendo la siguiente descripción general de este puesto antes de presentar su candidatura.

Join 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.

Your Impact
Proactive Performance Management & Actioning

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• Anticipate performance gaps (conversion drops, low productivity, queue build‑up, outbound inefficiencies) and proactively trigger corrective actions.
  
• Provide real‑time recommendations to Team Leaders, Regional Managers, and Operations Manager on actions such as:
  
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  • resource reallocation
    
  • call blending (inbound vs outbound)
    
  • prioritisation of high‑value leads
    
  • break/lunch optimisation
    
  
  
  
• Support rapid decision‑making to protect both revenue and customer experience.
  

Outbound & Inbound Sales Optimization

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• Monitor outbound campaign performance (contact rates, conversion, productivity) and suggest optimisation actions.
  
• Support balancing between inbound demand and outbound sales activities to maximise overall commercial performance.
  
• Identify opportunities to improve lead utilisation, dialing strategies, and sales effectiveness.
  

Hybrid Workforce & Intraday Coordination

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• Manage real‑time performance across hybrid teams (on‑site and remote), ensuring consistent visibility and control.
  
• Coordinate intraday activities across regions, languages, and shifts.
  
• Ensure adherence to schedules and highlight risks related to absenteeism, shrinkage, or misalignment.
  

Market & Global WFM Alignment

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• Collaborate closely with Market Contact Center Managers, ensuring real‑time actions are aligned with market priorities, campaigns, and customer behaviours.
  
• Act as a key coordination point between the MSC Cruises Excellence Hub and local market WFM for intraday performance management.
  
• Ensure full alignment with Global WFM processes, standards, and governance, applying consistent methodologies and tools.
  
• Provide feedback to Global WFM on performance trends, operational challenges, and improvement opportunities.
  

Performance Insights & Reporting

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• Provide real‑time dashboards and intraday reporting to support operational decisions.
  
• Highlight key trends, recurring issues, and performance drivers.
  
• Support post‑day analysis to identify improvement opportunities and refine future planning assumptions.
  

Collaboration & Continuous Improvement

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• Work closely with Operations, Regional Managers, Team Leaders, Market CC Managers, and Planning teams to ensure aligned execution.
  
• Contribute to improving real‑time management practices, tools, and decision frameworks.
  
• Support continuous optimisation of workforce utilisation and operational efficiency.
  

Your Journey so far
Essential Experience & Skills

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• 3–5 years of experience in WFM real‑time management, intraday control, or contact centre performance roles.
  
• Strong experience in sales‑driven environments, including inbound sales and outbound telesales campaigns.
  
• Proven ability to monitor performance and proactively drive corrective actions.
  
• Experience working in hybrid and multi‑site environments.
  
• Strong understanding of contact centre KPIs (conversion, AHT, occupancy, adherence, productivity).
  
• Solid understanding of the Spanish Labour Law environment.
  
• Strong knowledge of CTI platforms, Genesys PureCloud preferred.
  
• Strong knowledge of CRM platforms, Salesforce preferred.
  
• Experience with WFM tools (e.g. Peopleware – preferred, NICE IEX, Verint, Genesys, Calabrio).
  
• Strong Excel and data analysis skills.
  

Key Competences

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• Strong analytical mindset with ability to interpret data in real time.
  
• Proactive an