Hybrid Quality & Workforce Planning Specialist

PL10 Electrolux Poland Spolka z o.o.; Warszawa; Hybrid; PLN 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work environment

Medical insurance

Cafeteria/Multisport vouchers

Learning opportunities

Employee discounts

Job summary

Electrolux Poland Sp. z o.o. is seeking a Quality & Workforce Planning Specialist to support the Workforce Management in the Contact Center in Poland. You will update data, prepare forecasts and ensure quality across the team through evaluations and feedback.

You will create and maintain schedules, monitor performance, and prepare reports to drive improvements in customer experience and operational excellence. The role offers a hybrid work setup with benefits and opportunities for growth.

Qualifications

• Experience in a Contact Center environment.
• Strong analytical skills with data.
• Advanced Excel and handling large datasets.
• Excellent Polish and English (written and spoken).
• Strong communication and stakeholder management.
• Strong organizational and planning abilities.
• High attention to detail and prioritization.

Responsibilities

• Quality evaluations of customer interactions with feedback to support employee development.
• Identify quality trends, drive continuous improvement initiatives and collaborate with stakeholders to enhance customer experience and operational excellence.
• Create and maintain workforce forecasts, staffing plans and schedules to support business needs.
• Monitor forecast accuracy, workforce performance and operational trends, identifying opportunities for improvement.
• Manage real-time workforce adjustments to ensure optimal service levels and resource allocation.
• Maintain accurate workforce data, organizational structures and WFM system configurations.
• Partner with Team Leaders to monitor schedule adherence and drive performance improvements.
• Prepare operational reports, insights and recommendations to support business decisions.

Skills

Analytical skills

Advanced Excel

Polish & English

Communication & stakeholder mgmt

Organizational & planning

Attention to detail

Problem-solving

Job description

Electrolux Poland Sp. z o.o. is seeking a Quality & Workforce Planning Specialist to support the Workforce Management in the Contact Center in Poland. You will update data, prepare forecasts and ensure quality across the team through evaluations and feedback.

You will create and maintain schedules, monitor performance, and prepare reports to drive improvements in customer experience and operational excellence. The role offers a hybrid work setup with benefits and opportunities for growth.