CX Workforce Management Manager

Didi; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading mobility technology platform in São Paulo is seeking a CX Workforce Management Manager to oversee planning and resource allocation for contact center agents. The ideal candidate will have over 5 years of experience in workforce management, strong analytical and problem-solving skills, and be proficient in data management tools. This role involves collaboration with internal operations and external call centers to ensure service efficiency and commitment to customer satisfaction.

Qualificações

• More than 5 years of experience in Workforce Management and/or Continuous Improvement.
• Advanced English level required.
• Experience with managing contact center operations.

Responsabilidades

• Create and validate forecasts for the contact center.
• Analyze requirements regarding employee numbers.
• Support operations with scheduling and capacity planning.

Conhecimentos

Analytical skills

Problem-solving skills

Communication skills

Collaboration skills

Stakeholder management

Adaptability

Formação académica

Bachelor's degree in Administration, Engineering, Mathematics, or Statistics

Ferramentas

Microsoft Office

Data visualization tools

Genesys

NICE

Descrição da oferta de emprego

CX Workforce Management Manager

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 Manager that will be responsible for the HC planning process and resource allocation for our contact center agents. The ideal candidate will assist in the data reporting to ensure accuracy of historical statistics provided to the operations team. For that, we need someone curious and with good analytical and problem-solving skills, has ownership, values customer centricity and evolves as they learn.

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. Building 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 forecasting/planning meetings.
• 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.
• Understanding and supporting the needs of operations regarding the allocation of HC.
• Analyzing and defining standards for customer 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, Mathematics, Statistics or related field required.
• More than 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. 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.

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.