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...