Hyunji Renée Y.
About Hyunji Renée Y.
Hyunji Renée Y. is a WFM Scheduling Analyst at Hopper, specializing in short-term forecasting and managing schedules for multiple teams.
Title
Hyunji Renée Y. holds the position of WFM Scheduling Analyst (Remote) at Hopper.
Company
Hyunji Renée Y. is currently employed at Hopper, a company located in Richmond, British Columbia, Canada, as a WFM Scheduling Analyst working remotely.
Education and Expertise
Hyunji Renée Y. completed her Bachelor's degree in Psychology from McGill University, where she studied from 2014 to 2017. Prior to that, she attended Bishop's University from 2012 to 2014, also earning a Bachelor's degree in Psychology. Her foundational education was completed at Steveston London Secondary School, where she studied from 2008 to 2012.
Professional Background
Before her role at Hopper, Hyunji Renée Y. worked as a part-time student worker at Quiznos. Her tenure there lasted from 2013 to 2014, where she was employed for one year in Sherbrooke, QC.
WFM Analyst Responsibilities
In her role as a WFM Scheduling Analyst at Hopper, Hyunji Renée Y. specializes in short-term forecasting using Calabrio software. She adjusts daily arrival patterns based on historical data at 15-minute intervals for email and chat communications. Hyunji maintains key performance metrics like Average Handle Time (AHT), Service Level Agreement (SLA) goals, and occupancy rates in line with the capacity plan. Additionally, she manages scheduling for multiple dynamic teams consisting of hundreds of agents and engages in proactive and reactive overtime scheduling to meet operational requirements. She collaborates weekly with operational managers to share updates and maintains effective communication. Hyunji also assists with time-off requests and general scheduling inquiries.