Workforce Management Intern

Company Overview:

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 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.

For more information, please visit: www.didiglobal.com/news

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Team Overview:

Workforece Management team inside CX IBG is looking for an intern that is curious and has good analytical and problem solvins skills to help monitor queues in real time, understand the behaviors and gaps compared to the forecast to help build action plans to make sure our customers are being able to solve hteir issues in a timely manner.

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:

• 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 skilling adjustments.

Role Qualifications:

• Ongoing Bachelor's degree in Engineering, Maths, Administration or related field required.
• 1-2 years of experience in a RTA role in a contact center environment would be much appreciated.
• Intermediate to Advanced English level.
• Strong analytical and problem-solving skills.
• Good communication and collaboration skills.
• Proficiency in Microsoft Office and experience with data visualization tools.

EEO Statement:

• 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms