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 Integral 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,

📌 Workforce Management Real-Time Specialist (Valencia)
🏢 MSC Cruises
📍 Valencia