Head of Workforce Management (m/f/d)

SIXT; München; Hybrid; EUR 80.000 - 120.000; Vollzeit

Zusammenfassung

A leading mobility service provider in Munich is seeking a Head of Workforce Management (WFM) for customer service operations. In this pivotal role, you will define and execute a global WFM strategy, optimizing forecasting and scheduling to enhance productivity and service delivery. The ideal candidate has over 10 years of progressive experience in WFM, including leadership, and is skilled in data analytics and team development. This role offers exciting benefits like discounts on rental services, a hybrid working model, and 30 days of vacation.

Leistungen

Discounts on SIXT services

Company car

Retirement plan contributions

Access to a modern gym

30 days of vacation

Volunteer day each year

Qualifikationen

• 10+ years of progressive WFM experience, with 5+ years in leadership.
• Deep expertise in forecasting, scheduling, and capacity planning.
• Ability to translate complex data into actionable insights.

Aufgaben

• Define and drive long-term WFM strategy for customer service operations.
• Oversee scheduling and real-time management to optimize service levels.
• Lead and mentor a high-performing WFM team.

Kenntnisse

Leadership

Analytical skills

Communication

Expertise in WFM

Technology proficiency

Ausbildung

Bachelor’s degree in Business, Finance, Economics, or Statistics

Master’s degree or MBA

Tools

NICE

Genesys

Verint

Excel

SQL

Jobbeschreibung

Job Description

As our Head of Workforce Management (WFM) for 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 satisfaction
• You will identify and implement automation opportunities and champion innovative WFM technologies
• You will lead, mentor, and develop a high‑performing WFM team, providing data‑driven insights and reports to senior leadership

YOUR SKILLS MATTER

• Expertise You will hold a Bachelor’s degree in Business, Finance, Economics, Statistics, or equivalent, ideally complemented by a Master’s degree or MBA
• Leadership You will bring 10+ years of progressive WFM experience, including 5+ years in leadership, with a proven track record of building and inspiring teams in fast‑paced environments
• Knowledge You will demonstrate deep expertise in forecasting, scheduling, capacity planning, and real‑time management
• Analytics You will leverage strong analytical skills to translate complex data into clear, actionable recommendations
• Communication You will excel at presenting complex information to senior stakeholders with clarity, impact, and inspiration
• Technology You will bring advanced proficiency in WFM tools such as NICE, Genesys, Verint, and Excel, with SQL and cloud‑based WFM experience as a plus

WHAT WE OFFER

• Extra benefits Enjoy discounts on SIXT rent, share, ride and SIXT+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and more
• Mobility boost We support your mobility with a company car
• Future security We contribute to your retirement plan and support you with capital‑forming benefits to ensure you are well covered
• Feel‑good atmosphere Stay active with our modern SIXT gym, various leisure activities like the gaming area or the SIXT choir, and enjoy our high‑quality employee restaurant
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children

Additional Information

About us

We are a globally leading mobility service provider with a revenue of €4.00 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), and SIXT+ (car subscription), giving our customers access to our fleet of 350,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,000 rental stations. At SIXT, top‑tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long‑term stability and align our corporate strategy with foresight. Get started with us and apply now!