Intraday WFM Specialist — Real-Time Optimization (València)

MSC Cruises; Valencia; Presencial; EUR 42.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance-based incentive

Career development within MSC Cruises

International sales environment

Descripción de la vacante

MSC Cruises in Valencia, Spain seeks a WFM Real-Time Specialist to optimize live performance across inbound sales, outbound telesales, and service teams. You will turn real-time data into actionable decisions, collaborating with Operations, Team Leaders, and Global WFM teams to meet commercial and operational targets.

The role involves intraday staffing, cross-language coordination, and real-time dashboards to drive efficiency and accuracy in a dynamic, international environment.

Formación

• 3–5 years of experience in Workforce Management (WFM), Real-Time Management, Intraday Control, or contact center operations.
• Experience in sales-driven contact centers, ideally covering both inbound sales and outbound telesales.
• Strong understanding of contact center KPIs, including conversion, AHT, occupancy, schedule adherence, and productivity.
• Experience with WFM tools such as Peopleware, NICE, Verint, Genesys, or Calabrio.
• Knowledge of CTI platforms, ideally Genesys Cloud, and CRM systems, preferably Salesforce.
• Strong Excel and data analysis skills, with the ability to turn insights into practical actions.
• Excellent communication skills, a proactive mindset, and the ability to make decisions under pressure.
• Good understanding of the Spanish labor law framework and its implications for workforce scheduling.
• Fluent English; French, German, or Italian is a plus.
• Full right to work in Spain.
• Working Hours: Monday to Friday, during standard office hours.
• Location: Valencia, Spain.

Responsabilidades

• Drive real-time performance: Monitor live KPIs, identify performance gaps, anticipate risks, and recommend corrective actions.
• Optimize sales and productivity: Track inbound and outbound results, identify conversion opportunities, and improve lead utilization and resource allocation.
• Manage intraday operations: Coordinate staffing, schedules, breaks, and real-time adjustments across languages, shifts, and hybrid teams.
• Connect markets and teams: Align operational decisions with local market priorities, campaigns, and Global WFM standards.
• Turn data into action: Deliver real-time dashboards, analyze performance trends, and contribute to continuous improvement.

Conocimientos

Real-Time Management

Intraday Control

Contact Center Operations

KPI Analysis

Excel

Data Analysis

Communication under pressure

Spanish labor law awareness

English fluency

Multilingual collaboration

Herramientas

Peopleware

NICE

Verint

Genesys

Calabrio

Genesys Cloud

Salesforce

Descripción del empleo

MSC Cruises in Valencia, Spain seeks a WFM Real-Time Specialist to optimize live performance across inbound sales, outbound telesales, and service teams. You will turn real-time data into actionable decisions, collaborating with Operations, Team Leaders, and Global WFM teams to meet commercial and operational targets.

The role involves intraday staffing, cross-language coordination, and real-time dashboards to drive efficiency and accuracy in a dynamic, international environment.