Planning & Forecasting Analyst

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&sc=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