Head of Workforce Management (m/f/d)

Job description

Company Description Job Description: As our Head of Workforce Management (WFM) for global customer service operations, you will take ownership of shaping and elevating our global WFM strategy. In this pivotal role, you will balance strategic vision with hands-on execution — driving forecasting, scheduling, and real-time management across our Sales and Service teams. By leveraging data and analytics, you will optimize staffing, boost productivity, and ensure we deliver on our service commitments. Leading a high-performing team and partnering with senior leadership, you will play a key role in driving efficiency, scalability, and operational excellence across the organization. YOUR ROLE AT SIXT: - You will define and drive the long-term Workforce Management (WFM) strategy for customer service operations, including technology roadmaps and process optimization - You will design and refine organizational structures to support business growth - You will ensure accurate forecasting of contact volumes across all channels and align capacity plans with business goals and budgets - You will oversee scheduling and real-time management to optimize service levels, costs, and employee satisfactio...