Senior Customer Service Operations Planning Specialist - CS Planning

Company Introduction

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door. 
 
Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”  

Role Overview

We are looking for analytical, detail-oriented, and proactive individuals to join our Customer Service Operations Planning team at Coupang.
Our team is responsible for workforce planning, operational performance monitoring, forecasting, and data-driven decision-making to support efficient and scalable Customer Service operations.
In this role, you will analyze operational data, identify improvement opportunities, and collaborate with cross-functional teams to optimize processes and resource allocation.
Depending on your background and expertise, your primary focus may include workforce management, operational reporting and monitoring, or forecasting and business analytics.

What You Will Do

• Operational Reporting & Monitoring: Develop and maintain dashboards and reports to track key operational metrics, monitor daily performance, identify anomalies, and provide actionable insights.
• Workforce Management: Support workforce planning and scheduling for 24/7 Customer Service operations, ensuring appropriate staffing coverage while balancing operational requirements and workforce efficiency.
• Forecasting & Capacity Planning: Analyze historical data, business trends, and seasonal patterns to forecast customer service demand and support resource planning.
• Data Analysis: Conduct quantitative analyses to identify performance gaps, operational risks, and opportunities for improvement.Process Improvement & Automation: Identify opportunities to streamline workflows, automate recurring tasks, and enhance operational efficiency.
• Cross-functional Collaboration: Work closely with Operations, HR, and other stakeholders to align planning activities with business objectives.
• Project Support: Participate in system implementations, operational initiatives, and continuous improvement projects.

Basic Qualifications

• Experience in operations planning, business analytics, workforce management, reporting, process automation, or a related function.
• Strong analytical and problem-solving skills, with the ability to translate data into meaningful insights and recommendations.
• Strong attention to detail and 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, with the ability to collaborate effectively across teams.
• Self-motivated, proactive, and able to work independently with a strong sense of ownership.

Preferred Qualifications

• 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.

Recruitment Process and Others 

Recruitment Process 

• Application Review - Job Fit Interview - Focus 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.

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/​