Head of Workforce Management (m/f/d) at Sixt · Lisbon

companyDescription jobDescription 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 The SIXT Lisbon Experience Two of Lisbon's most exciting hubs — Factory Lisboa in Beato and ARTs Lisboa in Parque das Nações — are where you'll find your new home base. Expect a fast-paced, international atmosphere where ideas flow freely, people genuinely look out for each other, and no two days feel quite the same Community & International Environment Join a truly global workplace with colleagues from many nationalities. Regular team events, community activities, and inspiring talks with internal and external speakers make our Lisbon hubs more than just an office Flexibility & Modern Work Setup Benefit from a hybrid working model with two office days per week and flexible working hours. Our modern offices are designed for collaboration while allowing you the flexibility to work in the way that suits you best 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 Time Off & Wellbeing Enjoy 28 vacation days per year, an additional day off on your birthday, one volunteer day annually, and private health insurance that also covers your spouse and children free of charge Everyday Benefits Receive a yearly Coverflex allowance and a daily meal allowance to make life a little easier every day Employee Perks Get exclusive rates on all SIXT services, with special discounts extended to your family and friends. Because great perks are even better when you can share them qualifications additionalInformation 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!