Workforce Management Real-Time Specialist

Location: Valencia, Spain. Full right to work in Spain required. Monday to Friday during standard office hours.

Company

Global cruise and travel organization operating an international, multilingual commercial contact center and premium travel product.

What you will do

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

Requirements

• 3–5 years of experience in Workforce Management, 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 and full right to work in Spain.

Nice to have

• French, German, or Italian language skills.

Culture & Benefits

• Permanent position with a competitive fixed salary and performance-based incentive.
• High-performance international sales environment.
• Career development opportunities within the cruise organization, with continuous learning, feedback, and advancement pathways.
• Wellbeing resources, wellness programs, mental health support, and work-life balance initiatives.
• Inclusive environment with diverse perspectives and an international community of colleagues.
• Opportunity to build and grow a customer portfolio while selling a premium travel product.