WFM Analyst

Who you are

You have over 3 years of experience in Workforce Management (WFM), demonstrating a customer-centric mindset and excellent communication skills. You are proactive and adaptable, able to respond quickly to changes and challenges in a fast-paced environment. You possess the ability to identify and solve problems independently, ensuring smooth operations within the team. Your experience has equipped you with the skills to manage various performance metrics effectively, including response rates and incident management. You thrive in a collaborative setting, working closely with different teams to enhance customer experience and operational efficiency.

What you'll do

In this role, you will be responsible for monitoring real-time response rates, including managing chat statuses and urgent messages. You will oversee the operational status of V1/V2 systems and ensure that performance metrics such as First Response Time (FRT) and Chat Wait Time (CWT) are maintained at optimal levels. You will also manage incident response processes, providing guidance to relevant teams when issues arise. Your role will involve recording and reporting daily highlights and anomalies during the Weekly Business Review (WBR). Additionally, you will track and maintain the operational efficiency of Customer Support Chat agents, ensuring they meet performance expectations. You will update and maintain various operational reports as needed, contributing to the overall success of the Customer Experience Operations team.

What we offer

Coupang provides a dynamic work environment where innovation and initiative are encouraged. You will have the opportunity to be part of a team that is committed to transforming the food delivery industry in Japan. We offer a supportive culture that values employee contributions and fosters professional growth. Join us to make a significant impact on customer experience and operational excellence.