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SI
SIXT
last mo.

Head of Workforce Management(m/w/x)

Berlin
Full-timeWith Home OfficeManagement

Description

In this role, you will shape the global Workforce Management strategy for customer service, balancing strategic vision with hands-on execution. Your day-to-day responsibilities will involve optimizing staffing and service levels while leading a high-performing team to drive operational excellence.

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Requirements

  • •Bachelor’s degree in Business, Finance, Economics, Statistics, or equivalent
  • •Master’s degree or MBA (ideally)
  • •10+ years of progressive WFM experience
  • •5+ years in leadership
  • •Deep expertise in forecasting, scheduling, capacity planning, and real-time management
  • •Strong analytical skills
  • •Ability to present complex information to senior stakeholders
  • •Advanced proficiency in WFM tools such as NICE, Genesys, Verint, and Excel
  • •SQL and cloud-based WFM experience (as a plus)

Education

Bachelor's degree
OR
Master's degree

Work Experience

10 years

Tasks

  • •Define and drive the long-term WFM strategy for customer service operations
  • •Design and refine organizational structures to support business growth
  • •Ensure accurate forecasting of contact volumes across all channels
  • •Align capacity plans with business goals and budgets
  • •Oversee scheduling and real-time management to optimize service levels
  • •Optimize costs and enhance employee satisfaction
  • •Identify and implement automation opportunities
  • •Champion innovative WFM technologies
  • •Lead, mentor, and develop a high-performing WFM team
  • •Provide data-driven insights and reports to senior leadership

Tools & Technologies

NICEGenesysVerintExcelSQL

Languages

English – Business Fluent

Benefits

More Vacation Days

  • •30 days of vacation

Flexible Working

  • •Hybrid working model
  • •Flexible hours

Corporate Discounts

  • •Discounts on SIXT rent
  • •Exclusive deals with partners

Company Vehicle

  • •Attractive vehicle leasing offers
  • •Company car

Retirement Plans

  • •Retirement plan contribution

Additional Allowances

  • •Capital-forming benefits

Healthcare & Fitness

  • •Modern gym

Team Events

  • •Leisure activities

Free or Subsidized Food

  • •High-quality employee restaurant

Purpose-Driven Work

  • •Volunteer day for charity
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of SIXT and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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