Senior CX Real-Time Workforce Analyst

DiDi Global; Colombia; Presencial; COP 44.640.000 - 78.120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Performance bonuses

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 across regions. You will design processes, monitor queues, forecast demand, and ensure effective scheduling with cross-functional partners.

You will manage data in Excel or Google Sheets, collaborate with internal teams and BPO partners, and support HC planning and KPI delivery with a data-driven mindset.

Formación

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

Responsabilidades

• 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.

Conocimientos

Advanced English

Analytical skills

Problem-solving

Stakeholder management

Communication (verbal/written)

Ownership

Educación

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

Herramientas

Excel

Google Sheets

Microsoft Office

Data visualization tools

Genesys

NICE

Descripción del empleo

DiDi Global Inc. is seeking a Workforce Management Analyst to lead planning and real-time monitoring for our contact center operations across regions. You will design processes, monitor queues, forecast demand, and ensure effective scheduling with cross-functional partners.

You will manage data in Excel or Google Sheets, collaborate with internal teams and BPO partners, and support HC planning and KPI delivery with a data-driven mindset.