Capacity Planning & Reporting Specialist

Job description

At Avis Budget Group , data drives decisions. We are looking for a Capacity Planning & Reporting Specialist to join our Workforce Management team in Barcelona and help us turn operational data into clear, actionable insights that improve contact centre performance across our network. What you’ll do: You will play a key role in building reliable reporting frameworks and delivering insights that support operational excellence, planning accuracy, and vendor performance management. Design and maintain dashboards and reporting packs (daily, weekly, monthly) Consolidate data from multiple systems into clear, consistent reporting views Own KPI definitions and ensure data consistency across all reporting outputs Perform root cause analysis on performance deviations (SL, AHT, ASA, adherence, shrinkage, forecast accuracy) Build and maintain forecast vs actual analysis at interval level Support BPO/vendor performance reporting and scorecards Translate data into clear insights and recommendations for Operations and WFM What we’re looking for: Minimum 2 years of experience preferably in contact centre reporting, WFM analytics, or operational analytics (preferred) Strong Excel skills and experie...