Sr. Specialist (CS Planning)

The role

You will join the Customer Service Operations Planning team to support efficient and scalable operations. You will analyze operational data, identify improvement opportunities, and collaborate with cross-functional teams to optimize processes and resource allocation.

What you will do

• Develop and maintain dashboards and reports to track key operational metrics.
• Monitor daily performance and identify anomalies.
• Support workforce planning and scheduling for 24/7 Customer Service operations.
• Analyze historical data, business trends, and seasonal patterns to forecast customer service demand.
• Conduct quantitative analyses to identify performance gaps and operational risks.
• Identify opportunities to streamline workflows and automate recurring tasks.
• Work closely with Operations, HR, and other stakeholders to align planning activities with business objectives.
• Participate in system implementations, operational initiatives, and continuous improvement projects.

Required qualifications

• Experience in operations planning, business analytics, workforce management, reporting, process automation, or a related function.
• Strong analytical and problem-solving skills.
• Strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to identify root causes, develop practical solutions, and drive process improvements through execution.
• Good communication and interpersonal skills.
• Self-motivated, proactive, and able to work independently with a strong sense of ownership.

Nice to have

• Experience in Customer Service, Contact Center Operations, Workforce Management, or other large-scale operational environments.
• Experience with BI and visualization tools such as Tableau, Power BI, or Looker Studio.
• Knowledge of forecasting methodologies, capacity planning, or workforce scheduling.
• Experience with Workforce Management systems, such as Zendesk WFM.

Before you apply

• Recruitment process includes Application Review, Job Fit Interview, Focus Interview, and Offer.
• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information.
• Those eligible for employment protection may receive preferential treatment in accordance with applicable laws.

About the company

Coupang is reimagining the shopping experience with the goal of wowing each customer. Their services in Taiwan include Rocket Delivery and Rocket Oversea.