Quality & Workforce Forecasting Specialist — Hybrid

Electrolux

Poland

Hybrid

PLN 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Hybrid work environment

Medical insurance

Cafeteria platform for Multisport or V

Job summary

Electrolux Poland Sp. z o.o. is seeking a Quality & Workforce Planning Specialist to manage workforce data, forecasts, and quality checks within the Poland Contact Center. The role focuses on updating workforce information, preparing forecasts, monitoring performance, and ensuring quality across the team.

You will collaborate with Team Leaders, maintain WFM configurations, and deliver insights to optimize service levels and operational efficiency.

Qualifications

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

Responsibilities

Perform quality evaluations of customer interactions and provide feedback for development.
Identify quality trends and drive continuous improvement with stakeholders.
Create and maintain workforce forecasts, staffing plans, and schedules.
Monitor forecast accuracy and workforce performance for improvements.
Manage real-time workforce adjustments to ensure service levels.
Maintain accurate workforce data and WFM configurations.
Partner with Team Leaders to monitor schedule adherence and drive improvements.
Prepare operational reports and insights to support decisions.