.Company DescriptionJob DescriptionThe Workforce Management (WFM) Department is a pivotal force within SIXT, driving operational excellence and strategic alignment across all levels. Our WFM team is responsible for forecasting, scheduling, and optimizing the deployment of human capital within our Customer Service Operations unit, ensuring that we meet our business goals. Our department plays a critical role in balancing workforce availability with business demand, proactively managing resources to maximize productivity.Leveraging advanced analytics and real-time monitoring, WFM is instrumental in ensuring that the organization operates at peak performance. WFM professionals excel in communication, collaboration, and problem-solving, ensuring that business demands are balanced out with employee well-being, fostering a positive and productive work environment.Sounds like you? Apply now!DO WHAT YOU LOVE:You process daily changes and adjustments in the staff schedules.You assist with the collection of daily unplanned exceptions (call outs, late and early departures) and planned activities (e.G. vacations, trainings), entering these schedule modifications into the applicable WFM tools.You proactively communicate with call center managers, supervisors, and agents, and initiate measures to improve KPIs and steer intraday business.You proactively manage information (reporting) about daily performance.You track intraday events and incidents.QualificationsCOME AS YOU ARE:You have proven experience as a Workforce Management Professional within a call center environment for at least 2-3 years.You have strong knowledge of call center operations, industry-specific metrics and performance indicators (e.G., service level, average handle time, occupancy).You are proficient in using WFM or reporting software and tools (e.G. Genesys, Salesforce, Teleopti Calabrio, Power BI, Quicksight).You combine strong communication and interpersonal skills with excellent analytical and problem-solving skills, with the ability to interpret data and make sound decisions.You are business fluent in English; further language skillsare a plus.Additional InformationWorking at SIXT not only means creating the future of mobility, but also offers personal benefits. This means especially for you: 28 days of vacation, no dress code, a hybrid working model and flexible working hours. In our modern office, with new equipment, you can stock up on coffee at any time and spend your lunch break with colleagues in the on-site restaurant that provides healthy and delicious food for everyone.Moreover, we offer you a super international working environment, numerous trainings for your individual development, participation in external conferences and we even organize internal dev & tech talks. It is very important to us that you can develop personally and grow within our company.Furthermore, you can benefit from our Coverflex advantage system
