CX Workforce Management Sr Analyst

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

Team Overview

We are the Workforece Management team, a global supporting area of the Customer Experince (CX) organization in Didi IBG. We are responsible to ensure that we have the right amount of people (customer service support), at the right time and at the right place to efficiently meet all our customer demands.

We are looking for a Workforce Management Analyst that will be responsible lead the Planning and Real Time Monitoring process, by designing the process and ensuring the teams aremonitoring the queues and schedule adherence in real time, understanding the behaviors and gaps compared to the forecast to help build the proper action plans to make sure our customers are being able to solve their issues in a timely manner. Will also support on the HC planning process and resource allocation for our contact center agents and assist in the data reporting to ensure accuracy of historical statistics provided to the operations team. For that, we need someonecurious and that has good analytical and problem solvins skills, has ownership, values customer centricity and evolves at is learns.

You will need to manage multiple systems and have the ability to manage data through excel or google sheets and will interact not only with our internal ops team, but also the BPO (call centers) that support on the customer experience.

Role Responsibilities

• Analyzing requirements regarding the number of employees required
• Supporting on forecasting/planning and daily ops meetings
• Managing multiple phone and live chat queues in real time.
• Monitoring staffing levels at each site to ensure planned coverage is met at the interval level.
• Managing numerous real-time metrics, such as service level, average handle time, adherence, occupancy, and others, against a matrix of defined thresholds.
• Providing outage and crisis management actions (facilitating communications between IT teams and site management).
• Managing interval objectives (daily, weekly, and monthly plan goals).
• Developing and implementing action plans to drive performance goals.
• Collaborating closely with the planning team (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.
• Providing real-time skilling adjustments.

Role Qualifications

• Bachelor's degree in Administration, Engineering, Methematics, Statistics or related field required
• 1-2 years of experience in Workforce Management and/or Real Time Management
• Advanced English level
• Excellent communication skills (verbal, written, and listening)
• Strong analytical and problem-solving skills
• Collaboration skills, ownership
• Decision Making
• Resilience/adaptability
• Stakeholder Management
• Proficiency in Microsoft Office and experience with data visualization tools.
• Experience with Genesys and NICE are an asset.

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyon