Safety Response Center Operation Specialist

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.

Team Overview:
You will be performing a role of Safety contact center operation manager, directly manage BPO to get the performance target and you will collaborate with different processes, trainings and quality assurance.

You will be part of providing training for both new memebers and current team members in the Contact Center.

Role Responsibilities:

- Lead and develop the BPO partner to continuously improve Service performance, quality metrics, customer satisfaction, cost efficiency.
- Be responsible for workforce planning to match business changes.
- Collaborate with process, training and quality assurance expert to develop and deliver
- regular training for both new hire and existing team members in the Contact Center.
- Work with BPO manager on supervising daily operation.
- Identify, monitor, and articulate reporting requirements, including targets, specific data, anticipated outcomes, and other key performance indicators.
- Promote an employee-centric culture that encourages employee satisfaction and engagement.
- Manage the vendor’s performance, ensure the vendor provides the service safely, authentically, and efficiently.

Role Qualifications:

- 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.
- 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 of critical incident handling is preferred.
- Experience of Anti-Fraud service delivery handling is preferred.
- Experience of driver audit service delivery handling is preferred.
- Good problem-solving skills, proficient in MS Office Suite (esp. excel), Workforce, management programs.
- Detail-oriented, self-motivated, and great ownership.
- Fluent in English.
- Accept domestic or oversea business travel arrangement.

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 beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

**_