Capacity Planning & Reporting Specialist

Description

Summary: Join Avis Budget Group as a Capacity Planning & Reporting Specialist to turn operational data into actionable insights for contact centre performance. Highlights: 1. Opportunity to drive operational excellence and planning accuracy. 2. Key role in building reliable reporting frameworks and delivering insights. 3. Contribute to vendor performance management and data consistency. 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. Barcelona Barcelona Spain