Workforce Management Analyst

Company Introduction

Our 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.

What You Will Do

• Manage real-time response rates (including English) by monitoring chat status, urgent messages, and V1/V2 operational status

• Record and report daily highlights and anomalies for the Weekly Business Review (WBR)

• Monitor and manage EDP Happy Chat performance metrics such as response rate, First Response Time (FRT), and Chat Wait Time (CWT)

• Track and maintain utilization rates for CS Chat agents

• Monitor utilization rates for blended-support agents

• Update and maintain various operational reports as needed

 Work Conditions

• Days Off: Sunday and Monday

• Working Hours:

• Tuesday–Friday: 12:00 PM – 9:00 PM

• Saturday: 1:00 PM – 10:00 PM (Saturday only)

Basic Qualifications

• 3+ years of experience in workforce management

• Solid experience in making reports

Recruitment Process

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer

• The 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 Consider

• This 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 Opportunities

CP 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/