Invia Flights Germany is known for providing one of the most successful flight portals in Germany – fluege.de. We are a part of the Invia Group, a pan-European market leader in online travel sales, which brings together leading travel portals in Europe under one roof. Our vision is to be Germany’s first choice to compare & book journeys.
We offer our customers a user-friendly and individual booking experience. We achieve this together with all our employees, who proactively contribute their individual strengths and ideas in a flexible and modern working environment.We focus on a positive and motivating atmosphere in which everyone enjoys coming to work. We show initiative, take responsibility, respect each other, embrace change, are eager to learn, and work out solutions as a team.
Are you passionate about data, processes and efficient resource planning – and do you really want to make a difference with your strategic view of the big picture? Then we would love to welcome you on board! We are looking for a dedicated person as Workforce Management Lead (m/f/d) to provide technical guidance to our WFM team and take our capacity planning across all service channels to the next level. In this key role, you will actively shape the further development of our WFM structures and processes, work closely with relevant interfaces, and make a significant contribution to achieving our service targets. Whether forecasting, real-time control or emergency planning – you will maintain an overview and act in a data-based, forward-looking and solution-orientated manner.
Your tasks
- You are responsible for the technical management of the WFM team, and you continuously develop structures and processes.
- You are responsible for capacity, headcount and forecast planning and ensuring a forward-looking staff deployment strategy.
- You monitor and analyze service levels in real time and retrospectively – cross-channel telephone and e-mail (from 2026 on chat).
- In the event of deviations from KPIs or SLAs, you initiate appropriate measures and keep all relevant stakeholders up to date.
- You strategically develop our WFM processes and contribute ideas for increasing efficiency and automation.
- You create meaningful reports and dashboards and support other teams with customized analyses for data-driven decision-making.
- You develop contingency plans for unexpected peaks in demand or business interruptions.
- You coordinate communication on resource requirements and service trends with relevant stakeholders and management.
Your profile
- You have a university degree (e.g. business informatics, data science, business administration) or a comparable qualification.
- You already have several years of experience in workforce management, especially in forecasting, headcount planning, and intraday management.
- You have sound knowledge of WFM tools – especially NICE.
- You have already gained initial management experience (technical or disciplinary) –ideally in a customer service environment.
- You are confident with Excel and data analysis.
- You are proficient in German and English – at least on B2 level in both languages.
- You are willing to be present at the Leipzig office 2–3 days per week.
Your trip to us
Ready for Boarding?
We welcome everyone – no matter who you are or where you come from. We welcome every application. There is room for diversity at fluege.de!
We will make your pre-check-in as easy as possible. Simply send us your CV, stating your earliest possible starting date and your salary expectations. We look forward to receiving your documents.
If you have any questions, please send us an email to jobs@fluege.de
For deeper insights into our working life at fluege.de, please follow us on LinkedIn and/or Instagram.
Invia Flights Germany GmbH
People & Culture
Dittrichring 18-20
04109 Leipzig