Planning & Incident Specialist

Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 500 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 two Planning & Incident Specialists for our Swiss Partner. 

what you will be doing:

  • independently monitoring and taking possession of aligned quantitative and qualitive KPIs for internal and external Contact Center locations (Voice and written) and independently initiation of improving measures due to deviations and analyses of reasons for deviation
  • draw up of weekly and daily forecasts in collaboration with the forecast team and independently development of measures/processes for improvement of forecast quality
  • real time monitoring of call- and case volume and independently initiation of measures
  • support of all relevant interfaces for reaching optimized measures considering of KPIs; independently detection of reasons for deviation and definition of measures
  • support of needs analysis and solution determination
  • recognize of improvement potential and initiating of potential increase measures
  • communication and planning with external and internal partner, inside the team, interfaces and management to secure targets
  • independently call- and case distribution to secure KPIs
  • internal and external SPOC for outages including initiation of measures to solve outages and monitoring of initiated measures

what we are looking for:

  • strong analytical skills: ability to collect, organize, analyze, and disseminate significant amounts of information with high attention to detail and accuracy
  • proficiency in Microsoft Office Applications (especially Excel)
  • Good organizational and planning skills
  • Proven analytical and communication skills
  • Ability to work independently and be result-driven individual
  • International work experience or call-centre monitoring experience would be a plus
  • Excellent written, reading, comprehension and verbal communication skills in English

what's in it for you:

  • a unique learning experience in our company
  • working experience with great potential for growth
  • competitive salary
  • benefits and compensations that you can discover on orange.md/orangesystems

If you share the same views, send us your CV to resurse.umane@orange.md today.

Working for Orange is one of a kind experience. Come check it out!

Orange kITchen
8, Calea Iesilor street, Chişinău, Moldova


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