Sales Operations Specialist - Direct Sales

MSC Cruises; Valencia; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

MSC Cruises Valencia is seeking a WFM Real Time Specialist to monitor and manage real-time performance across inbound sales, outbound telesales, and service activities. You will partner with Team Leaders, Regional Managers and Global WFM teams to drive proactive actions, optimise resources, and ensure smooth operations in a fast-paced environment.

This on-site role requires fluency in English and willingness to work rotating shifts, including evenings and weekends, across Valencia, Spain.

Formación

• 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 and outbound campaigns.
• Proven ability to monitor performance and proactively drive corrective actions.
• Experience working in hybrid and multi-site environments.
• Solid understanding of contact centre KPIs (conversion, AHT, occupancy, adherence, productivity).
• Strong Excel and data analysis skills.

Responsabilidades

• Monitor real-time performance across inbound and outbound activities and identify corrective actions.
• Provide real-time recommendations to leaders on resource reallocation, call blending, and prioritisation of high-value leads.
• Develop and deliver real-time dashboards and intraday reporting for operational decisions.
• Coordinate intraday activities across regions, languages, and shifts to maintain visibility and control.
• Collaborate with Market CC Managers and Global WFM to align actions with market priorities and governance.
• Support continuous improvement of workforce utilisation and operational efficiency.

Conocimientos

WFM real-time management

Intraday control

Hybrid/multi-site coordination

Data analysis

Stakeholder influence

Herramientas

Genesys PureCloud

Salesforce

NICE IEX

Verint

Calabrio

Descripción del empleo

Your Purpose

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

• 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:
  • 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

• 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

• 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

• 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

• 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

• 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

• 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

• Strong analytical mindset with ability to interpret data in real time.
• Proactive and solution‑oriented approach.
• Ability to anticipate issues and act quickly under pressure.
• Strong communication skills, with confidence in influencing operational stakeholders.
• Ability to balance operational discipline with commercial priorities.
• High attention to detail and structured thinking.
• Ability to operate effectively in fast‑paced, dynamic environments.

Your Essentials

• Fluency in English required; additional languages (French, German, Italian) are a plus.
• Full right to work in Spain.
• Availability to work in a shift‑based environment aligned with operational needs.
• On‑site role based in Valencia, with responsibility over hybrid teams.

Working Hours: Availability of working rotating shifts, including evenings and weekends (opening office 12/7).

Location: Valencia, Spain.