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 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
- Generous Time Off Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per year
- AI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT's own AI platform, to supercharge your work. We invest in every team member's AI journey: encouraging experimentation, building knowledge, and making sure you're ahead of the curve
- Work-Life Balance & Flexibility Benefit from a hybrid working model, flexible working hours, and no dress code
- Great Employee Benefits Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discounts
- Training & Development Participate in training programs designed for your personal growth and development
- Health & Well-being Private health insurance to support your well-being
- Additional Perks Enjoy the Coverflex advantage system to enhance your employee experience
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!
