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 experience working with large datasets
Experience with Tableau or similar BI tools
Knowledge of SQL for data extraction and manipulation (nice to have)
Strong understanding of contact centre KPIs and WFM data (forecasting, adherence, intraday performance)
Ability to turn complex data into clear, business-focused insights
Strong attention to detail and ability to meet reporting deadlines (WBR/MBR/QBR cycles)
English proficiency at minimum B2 level
What we offer:
Hybrid working model.
Full-time permanent contract (39h a week) from Monday to Friday.
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, or protected veteran status and will not be discriminated against on the basis of disability.
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