Call Center jobs in Mexico

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.

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The Business Intelligence Specialist — Collections is responsible for providing analytical and strategic support to the Collections Operations team. This role transforms operational and financial data into actionable insights that improve recovery rates, operational efficiency, and strategic decision-making. It also involves designing, calculating, and updating performance bonus schemes, maintaining operational metrics, and producing insights that drive collection effectiveness.

The position requires a strong understanding of recovery processes, delinquency metrics, and call center management within a collections environment. The specialist will support forecasting and dashboard development, conduct in-depth performance analyses, and provide clear, data-driven recommendations to optimize strategies and floor performance.

• Monitor and analyze the performance of the Collections Operations team, identifying trends and areas for improvement.
• Build, maintain, and optimize databases related to collections management (early delinquency, late delinquency, credit card, loans, etc.).
• Analyze performance by segments, campaigns, buckets, agents, and payment behavior.
• Define, update, and monitor key operational KPIs for BPOs, and design and calculate performance bonus and incentive schemes for external collection agencies.
• Identify deviations and propose corrective actions based on data trends.
• Provide data-driven recommendations for collection strategies such as portfolio allocation, multichannel contact, and more.
• Evaluate the impact of new tactics or campaigns through A/B testing and comparative analysis.
• Develop and maintain dashboards and reports using Hive, SQL, Tableau, or Power BI.
• Design and automate executive, operational, and tactical reports (KPIs, productivity indicators, effectiveness metrics, etc.).
• Ensure the accuracy, integrity, consistency, and governance of all information presented.
• Support forecasting and strategy design for volume and portfolio allocation.
• Collaborate closely with Operations, Vendor Management, Risk Policy, QA, Executive Management, and other stakeholders.

• 1–3 years of experience in collections performance metrics, banking, or fintech.
• Advanced skills in SQL / Hive SQL and BI visualization tools (Tableau, Power BI).
• Strong Excel or Google Sheets capabilities (formulas, simulations, automation).
• Solid understanding of the collections and BPO ecosystem.
• Strong communication skills to present analytical insights to non-technical stakeholders.
• Proactive approach to improvement and optimization.

• 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.

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