WFM Analyst

Company IntroductionOur corporate mission is to deliver a ‘wow experience’ to customers. Rocket Now launched a delivery platform with no delivery fees or service charges to ease the burden on customers who use the food delivery service.Rocket Now is deeply committed to pioneering the future of Japan’s delivery market. We aim to fundamentally transform the food delivery industry by building truly customer-first services. Rocket Now provides employees with opportunities to continuously lead innovation and to take initiative without hesitation based on agility and boldness to deliver results. If you are passionate about delivering exceptional service to customers and pioneering new markets, join Rocket Now today.募集職種カスタマーエクスペリエンス部門のオペレーションチームにおけるポジションです。以下の業務を担当していただきます。主な業務内容チャットステータス、緊急メッセージ、V1/V2運用ステータスの監視を含む、リアルタイム応答率（英語対応含む）の管理問題のエスカレーションや関連チームへのガイダンス提供など、インシデント管理業務WBR（Weekly Business Review）における毎日のハイライトと異常の記録・報告応答率、FRT（First Response Time）、CWT（Chat Wait Time）など、EDP Happy Chatパフォーマンス指標の監視・管理CS Chatエージェントの稼働率の追跡・維持ブレンディング対応エージェントの稼働率の監視必要に応じて、各種運用レポートの更新・維持勤務条件休日：日曜日・月曜日勤務時間：火曜日～金曜日：12:00～21:00土曜日：13:00～22:00（土曜日のみ）基本資格WFM経験3年以上顧客中心の考え方とスムーズなコミュニケーション能力積極的に行動し、変化に迅速に対応できる柔軟性と情熱与えられた仕事をこなすだけでなく、自ら問題を発見し解決できる能力Recruitment Process Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – OfferThe exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. Details to ConsiderThis job posting may be closed prior to the stated end date for application if all openings are filled.Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.Job titles and responsibilities may be subject to change depending on the candidate’s overall experience and/or the necessity of business, etc. at the time of joining Coupang and/or after joining Coupang. The job title/duties and responsibilities after such change shall not be subject to any special restriction. The job titles and responsibilities at the time of joining Coupang will be communicated to the candidate at the appropriate time before the offer.Details will be provided separately after receiving your application by email and/or during the job interview.Equal OpportunitiesCP One Japan/Rocket Now is an Equal Opportunity Employer committed to fair and inclusive hiring practices in accordance with Japanese labor laws. We welcome applications from all qualified individuals and ensure that employment decisions are made without discrimination based on unreasonable grounds, including the following grounds:Labor Union Membership: Employment is not conditioned on membership or non-membership in any labor union. We respect the rights of individuals to freely associate, as protected under the Labor Union Act.Gender: We do not discriminate based on sex or gender in recruitment, hiring, etc., in compliance with the Act on Equal Opportunity and Treatment between Men and Women in Employment.Age: We do not set age limits or discriminate based on age in our hiring processes, except where legally justified under the Act on Comprehensively Advancing Labor Measures, and Stabilizing the Employment of Workers, and Enriching Workers' Vocational Lives.Disability: We provide equal opportunities to individuals with disabilities and offer reasonable accommodations as required under the Act on the Facilitate the Employment of Persons with Disabilities.Fair Hiring Process: We conduct a fair hiring process that respects the fundamental human rights of all employees. We do not discriminate based on race, nationality, ideology, religion, etc. during the recruitment or hiring process.We are committed to fostering a respectful, inclusive, and diverse workplace where all individuals can thrive. Selection for employment is based solely on individual merit, qualifications, and business needs. The personal information you provide when applying will be collected and managed by Coupang in accordance with the following privacy https://www.coupang.jobs/jp/privacy-policy/Privacy Notice Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/