Customer Experience Workforce Manager (Mexico City)
DiDi Global, Mexico
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 20, 2021
Last Date
Mar 20, 2021
Location(s)
Job Description
Didi Chuxing (DiDi) is the world’s leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America, Australia, and Russia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery, and Payment. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year. DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve the world’s transportation, and environmental, and employment challenges with localized smart transportation innovations by leveraging its AI capabilities. By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive, and sustainable mobile transportation and convenience ecosystem for cities of the future.DiDi uses technology to improve mobility in our world. As such, we always look for people from every background who want to support our vision, through equal opportunity and nondiscriminatory, fair and impartial treatment, completely free of prejudice related to race, nationality, religion, gender, ethnicity, age, political affiliation, sexual preference, marital status, disabilities or family responsibilities.For more information, please visit: www.didiglobal.com/news
About the role.
We are looking for a workforce and capacity planning expert, to lead a team of planning analyst with a regional scope (Spanish speaking Latam). This is managerial role with specific WFM expertise requirements. You will be challenged to design and evolve our WFM practice. You will be challenged to plan for a large-scale operation (insourced and outsourced). Also to design the correct workflows and controls to achieve greater efficiency. We are a fun and entrepreneurial organization.Your responsabilities
About the role.
We are looking for a workforce and capacity planning expert, to lead a team of planning analyst with a regional scope (Spanish speaking Latam). This is managerial role with specific WFM expertise requirements. You will be challenged to design and evolve our WFM practice. You will be challenged to plan for a large-scale operation (insourced and outsourced). Also to design the correct workflows and controls to achieve greater efficiency. We are a fun and entrepreneurial organization.Your responsabilities
- Conducting ongoing validation of the capacity model utilizing seasonality and behavioral trends. Creating and keeping the governance of the process with different stakeholders (external vendors, CX staffs and general leadership)
- Maintaining in-depth awareness of all upcoming teams’ forecasting changes and upcoming initiatives, in order to have a proper capacity plan to maintain successful SLA's;
- Leading and assisting his/her team with the scheduling process, ensuring proper staffing to cover hours of operations and arrival patterns.
- Generating timely hiring plans that reflect requirements based on forecasts
- Teaming with key stakeholders and make proactive recommendations when needed
- Generate insights to improve internal team efficiency.
- Resource planning amp; optimisation.
- Quickly identifying efficiency improvement opportunities to help the organization implementing the right processes capture them
- Experience with workforce management tool suchs as y7Aspect eWFM, IEX and manual Erlang C calculations for 24x7 call center operations.
- Bachelor's degree in quatitative fields
- Proven background in the activities specified
- Fluent English
- Excellent communication and organizational skills to interact with internal and external audiences
- Fast learner and process-oriented thinker
- Data driven approach to map all potential upsides and pitfalls
- Statistical data analysis and interpretation
- Budget control, going from plan creation, review and continuously follow up and reporting.
- Extensive Outsourcing experience, managing vendor operations as a client or as a service provider.
- Good people management skills with a proven track record of building high performance teams by providing hands-on coaching and development.
Job Specification
Job Rewards and Benefits
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