Safety Service Delivery Specialist

hace 6 meses

Bogota, Colombia DiDi Global A tiempo completo

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.

LI-Hybrid

Team Overview:
In this role, you will plays a crucial role in ensuring the safety and security of service delivery operations within the organization.

You will be responsible for:

- Proactively identify and address safety risks to ensure the smooth and secure delivery of services while prioritizing the well-being of employees, customers, and the community.
- Coordinating and delivery new process and updates in the operation with the BPOs.
- Provide training sessions and workshops to employees on safety procedures, emergency protocols, and best practices.
- Develop corrective action plans and follow up to ensure operational issues are addressed promptly.
- Maintain accurate records of safety-related incidents, near misses, and corrective actions taken. Prepare reports on safety performance metrics, trends, and compliance status for management review.
- Continuously monitor and evaluate safety procedures and practices to identify opportunities for improvement.
- Collaborate with cross-functional teams, including operations, human resources, and facilities management, to ensure a holistic approach to safety management.

Role Responsibilities:

- Lead and develop the BPO partner to continuously improve Service performance, quality metrics, customer satisfaction, and cost efficiency.
- Work with the BPO manager to supervise the daily operations. Improve site daily operation quality, set up a mechanism to optimize the issues identified, and resolve urgent problems.
- Manage the vendor’s performance, and ensure the vendor provides the service safely, authentically, and efficiently.
- Identify, monitor, and articulate reporting requirements, including targets, specific data, anticipated outcomes, and other key performance indicators.
- Strong data analysis skills to leverage data effectively to drive informed decision-making, identify areas for improvement, and enhance safety outcomes within the organization.
- Be responsible for workforce planning to match business changes and needs.
- Collaborate with process, training, and quality assurance experts to develop and deliver safety training programs to employees (new hires and existing team members) in the Contact Center ensuring they are well-equipped with the knowledge and skills necessary to maintain a safe working environment.
- Promote an employee-centric culture that encourages employee satisfaction and engagement.

Role Qualifications:

- Bachelor's degree in business management, engineering, or a related field.
- At least, 3-5 years of contact center team management experience, BPO operation manager role or above has independent account management experience or other similar leadership experience is required.
- Fluent in English.
- Experience in managing a remote team is preferred.
- Must have the ability to collaborate with both internal and external stakeholders at all levels to ensure effective communication and success of key initiatives.
- Experience in Critical incident handling is preferred.
- Experience in Anti-Fraud service delivery handling is preferred.
- Experience in driver audit service delivery handling is preferred.
- Good problem-solving skills, proficient in MS Office Suite (esp. Excel) and workforce Management programs.
- Detail-oriented, self-motivated, and great ownership.
- Accept domestic or overseas business travel arrangements

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 believ

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