Workforce Management Intern
Job Description
Workforce Management Intern
Sao Paulo - Brazil
Customer Experience
Intern
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About the company
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.
For more information, please visit:
www.didiglobal.com/news
About the team/role
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.
In this role, you'll be...
In this role, wou will be responsible to:
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.
We're eager to be in touch because you have...
We are eager to be in touch with you if you have:
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.
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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