Workforce Manager | Wirtschaftswissenschaftler (m/w/d)

Job Summary

This Workforce Manager role is crucial for optimizing the strategic and operational deployment of personnel, specifically within customer management communication channels like phone and email. Day-to-day responsibilities involve analyzing and forecasting customer contact volumes, developing robust capacity planning models, and actively managing staff deployment to meet defined service levels. The manager will derive actionable recommendations to improve accessibility, response times, and overall service quality. This position requires a completed degree in Economics, Mathematics, or Statistics, coupled with several years of experience in Workforce Management, ideally within a customer service environment. Candidates must possess fundamental knowledge of steering communication channels, proficiency with standard WFM tools (like injixo, Verint, Genesys) and BI systems, and excellent analytical skills for handling large data sets. This is an opportunity to contribute directly to the sustainable energy transition with a long-standing, innovative regional energy provider, offering up to 40% remote work flexibility.