Work Force Planning (Wfp) Real Time Specialist

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) 
  • prioritization of high-value leads 
  • break/lunch optimization 
• 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 optimization actions 
• Support balancing between inbound demand and outbound sales activities to maximize overall commercial performance 
• Identify opportunities to improve lead utilization, 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 behaviors 
• 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 optimization of workforce utilization and operational efficiency

Your Journey so far

Essential Experience & Skills

• 3–5 years of experience in WFM real-time management, intraday control, or contact center performance roles 
• Strong experience in sales-driven environments, including: 
  
  • inbound sales
  • 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 center KPIs (conversion, AHT, occupancy, adherence, productivity) 
• Solid understanding of the Spanish Labor 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

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!