Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 800 employees, that delivers advanced IT solutions, enhancing a wide range of activities and full cycle development, impacting millions of customers across Europe.
Orange Systems is looking for a new colleague to fill in the position of Planning & Forecasting Analyst to work with our International Partners.
As a Planning & Forecasting Analyst, you will play a dual role focused on both intraday management and workforce management (WFM) tasks. This position requires you to monitor real-time performance, implement optimization strategies, and work closely with both internal and external stakeholders to maintain operational efficiency and high-quality service.
what you will be doing:
- Real-Time Monitoring: Continuously monitor key performance indicators (KPIs) like service level (SVL), wait times, staff availability, and call volumes. Proactively adjust capacity and resources to meet performance targets.
- Critical Situation Management: Identify and resolve issues, such as long waiting times or system failures, by taking immediate action to enhance performance.
- KPI Monitoring and Reporting: Gather and analyze KPIs to quickly respond to deviations from targets.
- Daily Coordination Calls: Lead daily meetings with partners to monitor operational performance and maintain open communication.
- Communication and Escalation: Coordinate closely with team leaders and management, escalating issues to relevant departments when necessary.
- Proactive Coordination: Collaborate with other departments, such as IT and partners, to resolve issues and ensure smooth operations.
- Ad Hoc Tasks: Assist with special projects and handle ad hoc tasks as needed.
Workforce Management (WFM):
- Volume Forecasting and Capacity Planning: Assist in developing accurate volume forecasts based on historical data, trends, and special events, ensuring sufficient capacity to handle call volumes.
- Review of Capacity and Coverage Plans: Verify that partner-prepared plans align with forecasted needs, addressing potential bottlenecks in advance.
- Data Management: Regularly upload and download data from workforce management systems (e.g., IEX, Sprinklr) to keep planning and control up-to-date.
- Analysis and Reporting: Generate regular reports on call volumes, capacity, and KPIs to support strategic decision-making and ensure smooth daily operations.
what we are looking for:
- Proven experience in WFM or intraday management within a call center environment.
- Familiarity with WFM and steering tools (e.g., IEX).
- Strong proficiency in English.
- Solid data analysis and reporting capabilities, along with strategic, networked thinking.
- Proficiency in MS Office.
- Excellent communication and organization skills for effective interaction with stakeholders.
- Solution-oriented mindset with the ability to prioritize and make quick decisions under pressure.
- Adaptable to changing requirements and short-notice plan adjustments.
- Strong teamwork skills, with a focus on achieving shared goals with internal and external partners.
what's in it for you:
- Unique learning experience in our company
- Working experience with great potential for growth
- Competitive salary
- Benefits and compensations that you can discover on https://www.orange.md/?l=1&p=1&c=1⪼=5
We invite you to join Orange for a unique learning and working experience, with great potential for growth in an innovative environment.
If you share the same views, apply today!
Working for Orange is one of a kind experience. Come check it out!
Orange Systems
8, Calea Iesilor street, Chişinău, Moldova
