CX Workforce Management: Real-Time Planning Analyst

Didi; Bogotá ciudad; On-site; COP 36,000,000 - 60,000,000; Full time

Job summary

DiDi Global Inc. is seeking a Workforce Management Analyst to lead forecasting, planning and real-time monitoring for our contact center operations in Colombia. You will design processes, monitor queues, and ensure adherence to forecasts while supporting HC planning and data reporting for operations.

Ideal candidates have 1–2 years experience in WFM, advanced English, strong analytical skills, and proficiency in MS Office plus data visualization tools. Experience with Genesys/NICE is a plus.

Qualifications

• 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.

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.

Skills

Forecasting

Real-time Mgt

Data analysis

Excel

Google Sheets

Communication

Stakeholder mgmt

Ownership

Decision making

Resilience

MS Office

Genesys

NICE

Power BI

Education

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

Tools

Excel

Power BI

Genesys

NICE

Job description

DiDi Global Inc. is seeking a Workforce Management Analyst to lead forecasting, planning and real-time monitoring for our contact center operations in Colombia. You will design processes, monitor queues, and ensure adherence to forecasts while supporting HC planning and data reporting for operations.

Ideal candidates have 1–2 years experience in WFM, advanced English, strong analytical skills, and proficiency in MS Office plus data visualization tools. Experience with Genesys/NICE is a plus.