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Night Shift WFM Analyst

Date PostedJuly 7, 2026LocationAsia, Japan (Fully Remote)CompanyJob Impulse Japan K.KSalaryJPY 4000K - JPY 5000KTypecustomer service - customer support customer service - other

Job Summary

This position involves real-time monitoring of call center operations to ensure service quality and efficiency. You will manage operator activity and call volume while collaborating with supervisors and internal stakeholders. The role is a fully remote night shift position requiring bilingual proficiency in English and Japanese.

Responsibilities

  • Monitor call center operations and operator activity in real-time.
  • Manage call volume, routing, and handle escalations.
  • Analyze operational data and create performance reports.
  • Collaborate with stakeholders to improve business efficiency.

Required Skills

  • 1+ year WFM experience in BPO or call center.
  • Business English (CEFR B2) and Native Japanese (N1).
  • Proficiency in MS Office and Google Sheets.
  • Stable high-speed home internet and quiet workspace.

Job Details

### Job Description This position involves monitoring the call center's operations in real time to maintain and improve service quality and operational efficiency. You will manage operator activity and call volume, and support smooth center operations in collaboration with supervisors, the operations team, and clients. ### Main Responsibilities * Real-time management of operator work and activity status * Monitoring call volume and waiting times, and handling adjustments and escalations as needed * Operational support for call routing, system problems, and sudden absences * Creation and analysis of various reports (operational status, productivity, etc.) * Collaboration and reporting with clients and internal stakeholders * Data analysis and operational support for business improvement ### Working Hours 8 hours of work between 8:00 PM and 9:00 AM (5 days a week, including weekends and holidays). Night shift allowance provided; overtime pay is paid separately. ### Job Requirements * At least one year of experience in a WFM-related role at a BPO company or call center * English: CEFR B2 level (business level reading, writing, and speaking) * Japanese: N1 level or higher * Knowledge of MS Office applications (Word, Excel, PowerPoint / Google Sheets) * A quiet work environment with privacy ensured * Workstation (desk & chair) * Fiber optic internet or cable TV internet (Download speed 20Mbps+, Upload speed 15Mbps+, Latency 70ms or less) ### Benefits * Overtime allowance (full payment) * Comprehensive social insurance * Annual salary increase * Employee referral program * Free English learning program * Continuous service bonus system * Health checkup * Flexible dress code/hairstyle * Paid leave and various special leave categories (Maternity, Caregiver, Nursing, etc.)