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