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 do You’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 intervals Identify service risks and recommend immediate operational actions Track and manage agent adherence and support timely corrections Monitor intraday shrinkage (absences, delays, availability changes) Coordinate with Team Leaders, Operations, and outsourced partners Provide intraday updates and end-of-day performance insights Support workforce planning with actionable operational feedback What we’re looking for Minimum 1 year experience in WFM / Real Time / Scheduling / Operational Support (required) Strong Excel skills and confidence working with data Familiarity with WFM tools (NICE IEX, Verint, Calabrio or similar) B2 English level Fast decision‑making mindset in a live operational environment Strong communication and ability to influence without authority Why join us Hybrid working model Full-time permanent contract (39h a week) Wellness and fun activities VIP and rental car discounts Excellent and multicultural environment at the Barcelona World Trade Centre Health & Life insurance after 6 months Ticket restaurant, and free car rental after one year Avis 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. #J-18808-Ljbffr
