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I am a Real-Time Planner and workforce management professional with a proven track record in intraday planning, forecasting, and performance optimisation across contact centre environments. I excel at turning data into actionable decisions to protect service levels, minimize disruption, and boost customer satisfaction. I have led teams, delivered targeted training, and built resilient processes across public sector, retail, and tech-enabled settings, always focusing on accuracy, stakeholder collaboration, and continuous improvement.…I am a Real-Time Planner and workforce management professional with a proven track record in intraday planning, forecasting, and performance optimisation across contact centre environments. I excel at turning data into actionable decisions to protect service levels, minimize disruption, and boost customer satisfaction. I have led teams, delivered targeted training, and built resilient processes across public sector, retail, and tech-enabled settings, always focusing on accuracy, stakeholder collaboration, and continuous improvement.

Kamila Tomczak

Project Manager, Content Producer, Content Creator, +2

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I am a Real-Time Planner and workforce management professional with a proven track record in intraday planning, forecasting, and performance optimisation across contact centre environments. I excel at turning data into actionable decisions to protect service levels, minimize disruption, and boost customer satisfaction. I have led teams, delivered targeted training, and built resilient processes across public sector, retail, and tech-enabled settings, always focusing on accuracy, stakeholder collaboration, and continuous improvement.…I am a Real-Time Planner and workforce management professional with a proven track record in intraday planning, forecasting, and performance optimisation across contact centre environments. I excel at turning data into actionable decisions to protect service levels, minimize disruption, and boost customer satisfaction. I have led teams, delivered targeted training, and built resilient processes across public sector, retail, and tech-enabled settings, always focusing on accuracy, stakeholder collaboration, and continuous improvement.

Available to hire

I am a Real-Time Planner and workforce management professional with a proven track record in intraday planning, forecasting, and performance optimisation across contact centre environments. I excel at turning data into actionable decisions to protect service levels, minimize disruption, and boost customer satisfaction. I have led teams, delivered targeted training, and built resilient processes across public sector, retail, and tech-enabled settings, always focusing on accuracy, stakeholder collaboration, and continuous improvement.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Polish

Advanced

Work Experience

Resource & Real Time Planner at Liberata

September 1, 2025 - January 1, 2026

Intraday management, forecasting support, and real-time decision-making to ensure optimal service delivery. Delivered 80–100% service levels across multiple contracts; maintained abandoned call rates below 5% and ASA under 60 seconds; managed resourcing challenges caused by high absence levels; produced daily intraday reports and identified performance trends.

Administrative Advisor – Revenues & Benefits at Liberata

April 1, 2024 - September 30, 2025

Managed Council Tax, Housing Benefits, and Business Rates cases in line with legislation and data protection standards. Consistently exceeded KPIs while handling high-volume workloads; maintained high accuracy and attention to detail; provided clear, policy-based guidance to customers; received positive feedback for professionalism and service quality.

Administrative Advisor – Revenues & Benefits at Liberata

January 1, 2026 - Present

Continuation of duties in Revenues & Benefits with an emphasis on policy interpretation and customer guidance during transition periods.

Team Manager / Control Room Support / Admin / Trainer at Boohoo.com

January 1, 2017 - May 31, 2023

Held multiple leadership and operational roles supporting business continuity and staff development. Improved team performance and reduced operational errors; managed control room operations and incident response; streamlined administrative processes and reporting; designed and delivered training programs and coaching.

Customer Service Advisor at Three

July 1, 2023 - April 30, 2024

Delivered high-quality customer service within a sales-driven environment. Exceeded KPIs, achieving over 125% performance; achieved 10/10 customer feedback ratings.

Assistant Teacher at Polish Saturday School

January 1, 2019 - September 30, 2021

Supported classroom delivery and student development; provided individual learning support; assisted with lesson planning and record keeping.

Assistant Psychologist at Aneta Hojol Psychology Counselling

January 1, 2019 - January 31, 2020

Supported diagnostic and therapeutic psychological processes; administered and scored psychological tests; supported patient assessments and documentation.