Company Overview:
DiDi General 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.

Team Overview:
Join Didi Workforce Management team as a Real Time Analyst and help improve our customer experience by effectively allocating our resources.



You will be responsible for conducting research and analysis to support real time management strategy and developing recommendations for improving scheduling and forecasting strategies.

Role Responsibilities:
- Manage multiple Phone and Live Chat queues in real time.
- Watch staffing levels at each site to ensure planned coverage is met on the interval level.
- Manage numerous real-time metrics such as: Service Level, Average Handle Time, Adherence, Occupancy and others against a matrix of defined thresholds.
- Provide outage and crisis management (Facilitating communications between IT teams and site management.)
- Manage Interval: daily, weekly and monthly plan objectives
- Develop and Implement Action Plans to drive performance goals.
- Work closely with the Planning Team (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.
- Provide real-time ski

📌 Wfm Real Time Analyst (Bogotá)
🏢 Didi Global
📍 Bogotá