Real Time Analyst

Job description

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: F...