Workforce Management & Quality Specialist

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!

Workforce Management & Quality Specialist

Main objective:

We are currently looking for a Workforce Management & Quality Specialist who 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.

The role is 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:

• Prepare workload analyses and long, mid, and short-term forecasts, updating them on a regular basis.

• Monitor and evaluate the accuracy of forecasts and identify areas for improvement.

• Forecast workload peaks resulting from various business and operational factors. Prepare budgets and support workforce planning activities.

• Adjust schedules based on current business needs and operational constraints.

• Maintain user profiles and system setups in line with current and future organizational structures.

• Identify opportunities for improvement and support the enhancement of Workforce Management (WFM) processes.

• Prepare and maintain employee schedules.

• Recommend process and scheduling improvements to optimize operational efficiency.

• Participate in local and global meetings related to Workforce Management topics.

• Support special projects and prepare ad hoc reports as required.

• Ensure team data is accurate and up to date, including new hires, organizational changes, and employee departures.

• Work closely with Team Leaders in real time to monitor and improve schedule adherence.

• Maintain accurate Member Experience team data and provide trend analysis and insights.

• Manage and continuously improve performance tracking and target-setting processes.

• Perform other job-related duties as assigned.

• Perform quality checks to ensure quality and consistency of knowledge across Team Members

• Feedback Team Members on quality results and potential quality improvements

Requirements:

• Bachelor's degree

• Proficient PC skills, including a good working knowledge of Microsoft Excel.

• Very good command of English, both written and spoken.

• Excellent verbal and written communication skills.

• Ability to achieve results in a fast-paced, multi-tasking environment.

• Ability to handle sensitive and confidential information with professionalism and discretion.

• Reliable with a strong work ethic.

• Ability to analyze data, draw meaningful conclusions, and make sound recommendations with minimal guidance.

• Strong attention to detail.

• Excellent planning and organizational skills.

• Ability to work effectively in a collaborative team environment.

Where you'll be: Electrolux Poland Sp. z o.o., ul. Karolkowa 30, 01-207 Warszawa