WFM Real Time Analyst

at  DiDi Global

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:
In the Customer Experience area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers’ experience throughout their journey with the company. We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect the customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impacting people’s lives and experiences.
Join Didi Workforce Management team as a Real Time Analyst and help improve our customer experience by effectively allocating our resources. You will be responsible for conducting research and analysis to support real time management strategy and developing recommendations for improving scheduling and forecasting strategies.

Role Responsibilities:

• Manage multiple Phone and Live Chat queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Handle Time, Adherence, Occupancy and others against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)
• Manage Interval: daily, weekly and monthly plan objectives
• Develop and Implement Action Plans to drive performance goals.
• Work closely with the Planning Team (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.
• Provide real-time skilling adjustments.

Role Qualifications:

• Bachelor’s degree in Administration, Engineering or related field required.
• 1-2 years of experience in a RTA role in a contact center environment.
• Advanced English level.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• 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 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.

Role Responsibilities:

• Manage multiple Phone and Live Chat queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Handle Time, Adherence, Occupancy and others against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)
• Manage Interval: daily, weekly and monthly plan objectives
• Develop and Implement Action Plans to drive performance goals.
• Work closely with the Planning Team (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.
• Provide real-time skilling adjustments

Role Qualifications:

• Bachelor’s degree in Administration, Engineering or related field required.
• 1-2 years of experience in a RTA role in a contact center environment.
• Advanced English level.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Proficiency in Microsoft Office and experience with data visualization tools.
• Experience with Genesys and NICE are an asset