Descripción de la oferta
At Avis Budget Group, we move fast—and our service needs to move with us. We’re looking for a Real Time Analyst (RTA) to join our Workforce Management team in Barcelona and help ensure our contact centre operations run smoothly, efficiently, and in line with service expectations.What you’ll doYou’ll be at the heart of live operations—monitoring performance, identifying risks, and taking quick action to protect service levels across our contact centre network.Monitor real-time performance (SL, ASA, AHT, occupancy, volumes) in 15-minute intervalsIdentify service risks and recommend immediate operational actionsTrack and manage agent adherence and support timely correctionsMonitor intraday shrinkage (absences, delays, availability changes)Coordinate with Team Leaders, Operations, and outsourced partnersProvide intraday updates and end-of-day performance insightsSupport workforce planning with actionable operational feedbackWhat we’re looking forMinimum 1 year experience in WFM / Real Time / Scheduling / Operational Support (required)Strong Excel skills and confidence working with dataFamiliarity with WFM tools (NICE IEX, Verint, Calabrio or similar)B2 English levelFast decision‑making mindset in a live operational environmentStrong communication and ability to influence without authorityWhy join usHybrid working modelFull-time permanent contract (39h a week)Wellness and fun activitiesVIP and rental car discountsExcellent and multicultural environment at the Barcelona World Trade CentreHealth & Life insurance after 6 monthsTicket restaurant, and free car rental after one yearAvis Budget Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin and protected veteran status and will not be discriminated against on the basis of disability.
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