Real-Time Specialist (Customer Care)

TL;DR

Real-Time Specialist (Customer Care): Monitoring live performance and managing staffing across global support hubs with an accent on real-time decision-making and operational efficiency. Focus on optimizing service levels, coordinating channel flows, and driving performance consistency in a fast-paced contact center environment.

Location: Must be based in or able to relocate to Barcelona, working in a hybrid format (3 days per week in-office).

Company

hirify.global is an intelligent platform for travel and spend management, automating travel bookings and expenses for over 10,000 companies worldwide.

What you will do

• Monitor live performance across support channels to ensure SLA, AHT, and occupancy targets are met.
• Manage real-time schedule adjustments, handle same-day absences, and respond to operational needs.
• Share intraday performance insights and recommend immediate actions to mitigate risks.
• Optimize the use of scheduled activities to maximize productivity without impacting coverage.
• Communicate effectively with Team Leads and Managers to ensure alignment across global hubs.
• Support contingency actions during volume spikes or disruptions using documented playbooks.

Requirements

• Must be based in or able to relocate to Barcelona for a hybrid work setup.
• Experience in a fast-paced, multi-channel contact center environment.
• Proficiency in Excel or Google Sheets for reporting and data analysis.
• Familiarity with customer support platforms like Zendesk and Slack.
• Strong attention to detail and ability to manage multiple priorities under pressure.
• Availability to work a rotating schedule including weekends (at least 2 weekends per month).

Nice to have

• Prior experience in a data-focused or analysis-driven role.
• Experience using Workforce Management tools such as Calabrio.

Culture & Benefits

• Competitive compensation and equity ownership.
• Private healthcare or gym allowance and life insurance.
• Generous vacation policy plus public holidays.
• 17 weeks of paid parental leave.
• Wellbeing support including therapy and coaching sessions.
• Relocation support for eligible candidates.
• Four-week fully paid sabbatical after 5 years of service.