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.