Company Overview

DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.

Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura general colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa.

Team Overview

We are the Workforece Management team, a global supporting area of the Customer Experince (CX) organization in Didi IBG. We are responsible to ensure that we have the right amount of people (customer service support), at the right time and at the right place to efficiently meet all our customer demands. We are looking for a Workforce Management Analyst that will be responsible lead the Planning and Real Time Monitoring process,



by designing the process and ensuring the teams are monitoring the queues and schedule adherence in real time, understanding the behaviors and gaps compared to the forecast to help build the proper action plans to make sure our customers are being able to solve their issues in a timely manner. Will also support on the HC planning process and resource allocation for our contact center agents and assist in the data reporting to ensure accuracy of historical statistics provided to the operations team. For that, we need someone curious and that has good analytical and problem solvins skills, has ownership, values customer centricity and evolves at is learns. You will need to manage multiple systems and have the ability to manage data through excel or google sheets and will interact not only with our internal ops team, but also the BPO (call centers) that support on the customer experience.

Role Responsibilities

📌 CX Workforce Management Sr Analyst (Bogotá)
🏢 Didi Global
📍 Bogotá