CX Workforce Management Sr Analyst

Descripción de la vacante

About The Company

Di Di es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.

Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura global colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa.

About The Team/role

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 are monitoring 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 someone curious 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.

In this role, you'll be...

We're eager to be in touch because you have...

You'll love working at Di Di because...

We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams

At Di Di, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at Di Di are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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.

• 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.
• 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.