PURPOSE OF THE ROLE: To provide accurate transaction forecasts and resource requirements plans, in order to achieve excellent accessibility for customers and cost effective resource management for the business, and to provide work schedules that are conducive to employee performance, satisfaction and engagement. To maintain all non-financial reporting structures and analyse processed data, in order to provide management with high quality information on the performance of customer service operations, provide impact analyses of possible changes and advise on improvement opportunities. LOCATION: Head Office, New Petchburi Road

• Report to the Customer Service Process, Implementation, Quality & Performance Manager.
• Support the Central Resource Planning Team in the development of forecasting assumptions, when necessary, and produce detailed and accurate transaction forecasts that will be the basis of the scheduling processes, enabling maximum effectiveness and efficiency of the care centre resources.
• Produce short and long term staff schedules from the available forecasts in order to provide excellent accessibility to customers, efficiency and cost effectiveness for the business, and schedules conducive to employee performance, satisfaction and engagement.
• Monitor transaction volumes, resources and technology on a real time basis, and to intervene with recommended solutions that match the changing requirements on a daily basis.
• Maintain and enhance customer service data reporting structures and processes in order to provide management with clear, concise information to enable informed decision-making.
• Analyse and interpret customer service data in order to monitor customer service operations and provide insight into customer service performance trends.
• Provide high quality information and consulting to the Country Customer Service management that enables effective decision-making around improvements to performance, quality and cost in the care centres.
• Participate in Customer Service related projects on a country, Business Unit and Global level as required, through the provision of high quality data and information, to assist in informed project decision-making.

• Bachelor's Degree or higher in Economics or Statistics.
• At least 6 years' work experience with 3 years in contact center environment.
• Experience in Resource Planner and Analyst role or similar.
• Strong analytical and communication skills.
• Very good command of English.
• Proficient in MS Excel, MS Access, Cognos, Powerplay and other planning/forecasting software. Willing to have occasional working shifts in-line with contact center roster.