Senior CX & BPO Operations Analyst (Fintech)

Didi; Ciudad de México; Presencial; MXN 360.000 - 500.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. in Mexico City seeks a Customer Service Coordinator to deliver exceptional service in a fast-paced fintech CX environment. You will drive a Customer First mindset, own BPO operations, and contribute to process improvements across multiple lines of business.

You will mentor the BPO team, build strong stakeholder relationships, and generate weekly status reports. The role emphasizes data-driven problem solving, incident management, and continuous optimization, with English fluency

Formación

• Minimum of 2-4 years of experience in service delivery in-house, operations, or a BPO environment with direct exposure to process improvement, data analysis, and incident management.
• Bachelor’s Degree in a business-related field or equivalent experience.
• Proficient in tools like Excel and Google Sheets.
• Proven experience with BPO management tools and CRM systems.
• Seeking candidates with broader business exposure, not limited to frontline contact center operations.
• Fluency in English is desired, both written and spoken.

Responsabilidades

• Playing a key role in projects within a functional CX area.
• Bringing expertise to their CX area and executing complex tasks efficiently, with limited guidance.
• Suggesting process improvements and contributing to refining current playbooks.
• Leading operational teams under the guidance of senior members in some circumstances.
• Working directly with the BPO.
• Owning full responsibility for the BPO Operation for a Fintech Line of Business.
• Building strong stakeholder relationships with your LOB Supervisors.
• Mentoring the BPO team.
• Understanding each LOB Operation to provide insights to the Business.
• Being data-driven, associating the operation with your metrics performance, and implementing process adjustments when necessary.
• Contributing to the CX Ops Team to implement High Impact Projects.
• Ensuring the Service Delivery role is adopted.
• Generate weekly BPO status reports for your LOB.
• Leading High Impact projects from conception to completion.

Conocimientos

Process improvement

Data analysis

Incident management

English (desired)

Educación

Bachelor's Degree in business field

Herramientas

Excel

Google Sheets

Descripción del empleo

DiDi Global Inc. in Mexico City seeks a Customer Service Coordinator to deliver exceptional service in a fast-paced fintech CX environment. You will drive a Customer First mindset, own BPO operations, and contribute to process improvements across multiple lines of business.

You will mentor the BPO team, build strong stakeholder relationships, and generate weekly status reports. The role emphasizes data-driven problem solving, incident management, and continuous optimization, with English fluency