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 General 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 adhe

📌 Sales Operations Specialist (Madrid)
🏢 MSC Cruises
📍 Madrid