Quality & Workforce Planner — Data-Driven, Hybrid

electrolux; Warszawa; Hybrid; PLN 140,000 - 210,000; Full time

Benefits offered by this job

Hybrid work environment

Medical insurance

Cafeteria Platform for co-financing

Extensive learning opportunities and a

Discounts on Electrolux products

Job summary

Electrolux Poland Sp. z o.o. is seeking a Quality & Workforce Planning Specialist to support workforce management within the Contact Center in Poland. You will update workforce data, prepare forecasts, monitor performance, and ensure quality across the team with quality checks and feedback.

You will collaborate with Team Leaders, maintain WFM configurations, and prepare actionable reports for business decisions. This role requires strong analytics, Excel skills, and fluency in Polish and English.

Qualifications

• Experience in a Contact Center environment.
• Strong data analytics and ability to work with large datasets.
• Excellent Polish and English communication (written and spoken).
• Excellent organizational and planning abilities.
• Attention to detail and prioritization.

Responsibilities

• Perform quality evaluations of customer interactions and provide feedback to support employee development.
• Create and maintain workforce forecasts, staffing plans, and schedules.
• Monitor forecast accuracy, workforce performance, and operational trends for improvements.
• Manage real-time workforce adjustments to ensure service levels.
• Prepare operational reports, insights, and recommendations for decisions.

Skills

Analytical skills

Excel skills

Data handling

Polish & English proficiency

Tools

WFM systems

Job description

Electrolux Poland Sp. z o.o. is seeking a Quality & Workforce Planning Specialist to support workforce management within the Contact Center in Poland. You will update workforce data, prepare forecasts, monitor performance, and ensure quality across the team with quality checks and feedback.

You will collaborate with Team Leaders, maintain WFM configurations, and prepare actionable reports for business decisions. This role requires strong analytics, Excel skills, and fluency in Polish and English.