Workforce Management & Quality Specialist
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Quality Assurance
In short
Electrolux is looking for a Workforce Management & Quality Specialist in Warsaw, Poland. This role involves managing the Workforce Management system, preparing forecasts, monitoring performance, and conducting quality checks for the Contact Center team. The ideal candidate will have a Bachelor's degree and strong PC skills, especially in Microsoft Excel.
Responsibilities
- Prepare workload analyses and long, mid, and short-term forecasts.
- 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.
Benefits
- Permanent / Full time employment
#Sales & Aftersales#Workforce Management#Quality#Contact Center#Forecasting#Scheduling#Performance Monitoring#Data Analysis#Reporting
Company
Electrolux Group
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Warszawa, Poland
Qualification
Bachelor
Applicants
Be an early applicant