Strategic Planning (Customer Care)

Job Description

Job ID: MJ000226

About The Role

This role owns the analytics and planning behind Customer Care cost and partners closely with Customer Care stakeholders to ensure Service Quality targets (e.g., service level, AHT, occupancy) are met as efficiently as possible. A core focus is building and continuously improving Customer Care strategy by simulating manpower orders and running multi-scenario operational with strategic plans, and continuously improving way of working and methodology. The role leverages AI tools to accelerate modelling and broaden scenario coverage, while rigorously validating every output before it informs cost or headcount decisions.

Job Responsibilities

• Own end-to-end Customer Care cost planning across manpower, technology, and in-house employee cost; track actuals against target and surface efficiency opportunities.
• Build and maintain manpower order simulations and capacity plans that balance Service Quality targets against cost.
• Simulate manpower orders and design multi-scenario / what-if plans (e.g., volume shifts, attrition, channel mix, service-level changes), clearly articulating the cost-versus-Service-Quality trade-offs.
• Run multi-scenario strategic and operational planning and present clear trade-offs and recommendations to Customer Care leadership.
• Leverage AI assistants to accelerate model building, scenario generation, and calculation logic — validating all outputs before they inform decisions.
• Translate analysis into clear dashboards and reporting (Tableau, spreadsheets) for both operational teams and senior stakeholders.
• Shows ability to troubleshoot problems, identify root causes and provide clear solution recommendations
• Coordinate and manage working-level stakeholders across Customer Care operations, business process team, Finance, and CEO Office to align plans with budget and capacity realities.
• Continuously improve processes to have simple and easy understanding in highly complex environment
• Has the ability to clearly point out Cost and Service Quality trade-offs to decision-makers, and planning recommendations are acted upon.
  
  

Job Requirements

• Bachelor’s degree in Mathematics, Statistics, Industrial Engineering, Finance, Supply Chain, or a related field.
• Minimum 4-5 years of experience in workforce or capacity planning, with relevant experience in budgeting, forecasting, reporting, and analysis.
• Excellent analytical, mathematical, and troubleshooting skills, with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns.
• Modeling craft (core): demonstrated ability to build quantitative models from scratch — forecasting, simulation, or cost/optimisation — and turn them into decisions, not just operate models built by others.
• Scenario analysis: experience designing multi-scenario / what-if / sensitivity analyses and clearly communicating cost-versus-service trade-offs to non-technical stakeholders.
• Capacity-planning grasp (the strategic-capacity minor): working understanding of demand forecasting and staffing mechanics — e.g., Erlang-type models, shrinkage, occupancy, schedule adherence, and unit economics such as cost-per-contact / cost-to-serve.
• AI aptitude: able and willing to use AI assistants such as Claude to accelerate analytical work — structuring prompts, generating and stress-testing scenario models, and drafting calculation logic — with the discipline to rigorously validate outputs rather than accept them at face value.
• Excellent interpersonal skills, with the ability to manage day-to-day relationships and proactively engage with internal and external stakeholders.
• Ability to balance competing priorities, complex situations, and tight deadlines.
• Ability to work independently with minimal supervision, and the initiative to ask questions when clarification is required.
• Strong oral and written communication skills in both English and Bahasa Indonesia.
• Able to effectively influence and present information to senior management and business partners.
• Good financial acumen, with the ability to reason about budgets and cost drivers.