WFM & Quality Specialist — Forecasts, Scheduling & Insights

Electrolux Group; Warszawa; Hybrid; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Medical insurance

Cafeteria Platform for co-financing of

Extensive learning opportunities and a

Job summary

Electrolux Poland is seeking a Workforce Management & Quality Specialist to support the Contact Center with workload forecasting, data maintenance, and quality checks. You will contribute to accurate schedules, performance insights, and process improvements in a fast-paced environment.

The role involves maintaining WFM data, preparing forecasts, monitoring performance, and providing feedback to employees. Polish and English fluency, strong analytical skills, and discretion are essential.

Qualifications

• Bachelor's degree required.
• Strong Excel skills and proficient PC use.
• Very good command of Polish and English.
• Excellent verbal and written communication.
• Ability to analyze data and provide actionable recommendations.
• Strong attention to detail and planning skills.
• Ability to work in a fast-paced, multi-tasking environment.
• Discretion with confidential information.
• Team-oriented and collaborative work style.

Responsibilities

• Prepare workload analyses and long-, mid-, and short-term forecasts.
• Monitor forecast accuracy and identify areas for improvement.
• Forecast workload peaks and support budgeting and planning activities.
• Adjust schedules based on business needs and constraints.
• Maintain user profiles and system setups.
• Identify opportunities to improve WFM processes.
• Prepare and maintain employee schedules and data.
• Recommend scheduling improvements to boost efficiency.
• Participate in meetings and prepare ad hoc reports.
• Ensure accurate team data including hires, changes, and departures.
• Monitor and improve performance tracking and target-setting.
• Provide quality checks of interactions and feedback to team members.

Skills

Excel

Polish language

English language

Verbal communication

Written communication

Data analysis

Planning & organization

Team collaboration

Education

Bachelor's degree

Job description

Electrolux Poland is seeking a Workforce Management & Quality Specialist to support the Contact Center with workload forecasting, data maintenance, and quality checks. You will contribute to accurate schedules, performance insights, and process improvements in a fast-paced environment.

The role involves maintaining WFM data, preparing forecasts, monitoring performance, and providing feedback to employees. Polish and English fluency, strong analytical skills, and discretion are essential.