Cx Workforce Management Manager

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:
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 Manager that will be responsible for the HC planning process and resource allocation for our contact center agents. Will 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.

Role Responsibilities:

- Creating and validating forecasts and Capacity planning process. Buold Resource Allocation strategy among our vendors and support working schedules to ensure service level commitments by maximizing efficiency of resources available
- Analyzing requirements regarding the number of employees required
- Supporting on forecasting/planning meeting
- Partnering with the operations teams to understand key drivers of volume and incorporate them into forecasting and schedule planning
- Managing capacity performance for the overall business units
- Performing ad-hoc studies for validation of tests/pilots to optimize the service experience and efficiency (eg NPS x GMV change, NS x CSAT);
- Understanding and supporting the needs of operations regarding the allocation of HC;
- Analyzing and defining standards for scustomer segmentation to support specialized services;
- Having Stakeholder interface (CRM/MKT/OPS/Vendors) for collaboration and information exchange on actions with direct impact on customers.

Role Qualifications:

- Bachelor's degree in Administration, Engineering, Methematics, Statistics or related field required
- +5 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 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 decisio