Workforce Management Sr. Analyst

Workforce Management Sr. Analyst 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 We are the Workforce Management team, a global supporting area of the Customer Experience (CX) organization in Didi IBG. We are responsible for ensuring 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 Sr. Analyst that will be responsible for leading the 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. The candidate 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. 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, Mathematics, Statistics or related field required 3-4 years of experience in Workforce Management and/or Continuous Improvement 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 are committed to building inclusive and diverse teams. At DiDi, 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 DiDi 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. #J-18808-Ljbffr