Real-Time Workforce Planning Analyst

DiDi Chuxing; Bogotá ciudad; Presencial; COP 40.000.000 - 75.000.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is seeking a Workforce Management Analyst to lead planning and real-time monitoring for our contact center operations in Bogotá. You will design processes, monitor queues and schedule adherence, analyze forecast gaps, and propose action plans to ensure timely customer resolution.

The role involves HC planning support, data reporting, and collaboration with internal teams and BPO partners. Strong analytical skills, ownership, and English proficiency are essential to thrive in a

Formación

• Bachelor's degree in Administration, Engineering, Mathematics or Statistics or related field.
• 1-2 years of experience in Workforce Management and/or Real Time Management.
• Advanced English level.
• Excellent communication and analytical problem-solving skills.
• Proficiency in Microsoft Office and experience with data visualization tools.
• Experience with Genesys and NICE is an asset.

Responsabilidades

• Analyze requirements regarding the number of employees required.
• Support forecasting/planning and daily ops meetings.
• Manage multiple phone and live chat queues in real time.
• Monitor staffing levels at each site to ensure planned coverage.
• Manage real-time metrics such as service level, AHT, adherence, occupancy.
• Provide outage and crisis management actions; coordinate IT and site teams.
• Manage interval objectives (daily/weekly/monthly).
• Develop and implement action plans to drive performance.
• Collaborate with planning team to ensure optimal staffing coverage daily and weekly.

Conocimientos

Analytical skills

Decision making

Stakeholder management

Communication skills

Advanced English

Excel / data visualization tools

Educación

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

Herramientas

Microsoft Office

Genesys

NICE

Data visualization tools

Descripción del empleo

DiDi Global Inc. is seeking a Workforce Management Analyst to lead planning and real-time monitoring for our contact center operations in Bogotá. You will design processes, monitor queues and schedule adherence, analyze forecast gaps, and propose action plans to ensure timely customer resolution.

The role involves HC planning support, data reporting, and collaboration with internal teams and BPO partners. Strong analytical skills, ownership, and English proficiency are essential to thrive in a