Workforce Management Real-Time Specialist

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

WFM Real-Time Specialist

MSC Cruises Excellence Hub | Valencia, Spain

Where passion meets opportunity

Join MSC Cruises’ Excellence Hub in Valencia and play a key role in optimizing the performance of our growing, multilingual contact center.

As our WFM Real-Time Specialist, you will turn live operational data into actionable decisions, helping our inbound sales, outbound telesales, and service teams achieve their commercial and operational targets.

Working closely with Operations, Team Leaders, Regional Managers, local markets, and Global WFM teams, you anticipate challenges, optimize resources, and drive performance in a dynamic, international environment.

Your Impact

• 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.

Your Journey so far

• 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

What we Offer

• Competitive fixed salary + performance-based incentive with strong earning potential.

• A high-performance international sales environment.

• The opportunity to develop your career within MSC Cruises.

• Build and grow your own customer portfolio while developing your sales career.

• Sell an exciting, premium travel product that customers are passionate about.

• Working Hours: Monday to Friday, during standard office hours. 

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!