Quality & Workforce Planning Specialist

PL10 Electrolux Poland Spolka z o.o.; Warszawa; Ibrido; PLN 60.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work environment

Medical insurance

Cafeteria/Multisport vouchers

Learning opportunities

Employee discounts

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Analytical skills

Advanced Excel

Polish & English

Communication & stakeholder mgmt

Organizational & planning

Attention to detail

Problem-solving

Descrizione del lavoro

Job Description At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home!

As a Quality & Workforce Planning Specialist, you will perform a range of workforce management and record‑keeping activities to support the effective operation of the Workforce Management (WFM) system within the Contact Center in Poland. You will be responsible for updating and maintaining workforce data, preparing forecasts, monitoring operational performance, and identifying and resolving issues that may impact the day‑to‑day operations of the Contact Center team and also for ensuring proper and adequate quality across the team by performing quality checks of interactions and giving feedback to employees. In detail you will: Perform quality evaluations of customer interactions and provide 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.

Requirements:

• Previous experience in a Contact Center environment.
• Strong analytical skills and confidence working with data.
• Advanced Excel skills and ability to work with large datasets.
• Very good command of Polish and English (written and spoken).
• Excellent communication and stakeholder management skills.
• Strong organizational and planning abilities.
• High attention to detail and ability to prioritize effectively.

You are:

• Customer-focused and passionate about improving service quality.
• Comfortable working with numbers, data, and performance metrics.
• Curious and continuously looking for ways to improve processes.
• A proactive problem‑solver who takes ownership.

Where you'll be:

Electrolux Poland Sp. z o.o., ul. Karolkowa 30, 01-207 Warszawa

Benefits highlights:

• Hybrid work environment (5 days working from home each month)
• Medical insurance
• Cafeteria Platform for co-financing of Multisport or vouchers
• Extensive learning opportunities and flexible career path
• Discounts on our award‑winning products

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you. We work with 20% work‑place flexibility (5 days of HO per month), fostering collaboration and a strong team spirit. As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

For more information go to: www.electroluxgroup.com.

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2023 Electrolux Group had sales of SEK 134 billion and employed 45,000 people around the world. For more information go to www.electroluxgroup.com.