Workforce Manager Customer Service | Betriebswirt (m/w/d)

Job Summary

This role is a key position within a regional energy supplier, focusing on the strategic and operational steering of personnel resources, particularly in the efficient planning and management of customer communication channels (phone and email). The Workforce Manager will be responsible for analyzing and forecasting customer contact volumes, developing and implementing capacity planning models, and managing staff deployment to meet defined service levels. You will derive concrete recommendations to optimize accessibility, response times, and service quality, working closely with team leaders and IT for data integration and process improvement. The ideal candidate holds a degree in Business, Mathematics, or Statistics and possesses several years of professional experience in Workforce Management, along with expertise in WFM and BI tools. This is an attractive opportunity to contribute to a sustainable energy future with a company valuing growth, purpose, and teamwork, offering up to 40% remote work.