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