Workforce Management Analyst

Who you are

You have over 3 years of experience in workforce management, demonstrating a solid understanding of operational metrics and reporting. You are skilled in managing real-time response rates and monitoring performance metrics, ensuring that customer service agents meet their targets effectively. Your analytical mindset allows you to identify anomalies and trends in data, which you report during the Weekly Business Review. You are comfortable working with various operational reports and have a keen eye for detail, ensuring that all data is accurate and up-to-date.

You thrive in a fast-paced environment where you can take initiative and lead innovation. Your ability to communicate effectively in both English and Japanese is a significant asset, as you will be monitoring chat statuses and urgent messages in real-time. You are passionate about delivering exceptional service to customers and are eager to contribute to transforming the food delivery industry in Japan.

Desirable

Experience with customer service metrics and performance management tools would be beneficial. Familiarity with data analysis and reporting software can enhance your ability to track and maintain utilization rates for customer service agents. A background in the food delivery or logistics industry could provide valuable insights into the operational challenges faced in this role.

What you'll do

In this role, you will manage real-time response rates by monitoring chat statuses and urgent messages, ensuring that customer service agents are responsive and efficient. You will record and report daily highlights and anomalies for the Weekly Business Review, providing insights into performance and areas for improvement. Your responsibilities will include tracking and maintaining utilization rates for customer service chat agents, as well as blended-support agents, to optimize operational efficiency.

You will update and maintain various operational reports as needed, ensuring that all data is accurate and reflective of current performance metrics. Your analytical skills will be crucial in identifying trends and making recommendations for improvements in service delivery. You will collaborate closely with other teams to ensure that operational goals are met and that customer satisfaction remains a top priority.

What we offer

Coupang provides a dynamic work environment where innovation and initiative are encouraged. You will have the opportunity to work with a team that is committed to transforming the food delivery industry in Japan. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in delivering a ‘wow experience’ to our customers and be part of a company that is pioneering the future of delivery services in Japan.