About The Company

If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).

To make life easier for millions of people every day, we are in the driving seat as part of DiDi Global Inc. is the world’s leading mobility technology platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.

Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

About The Team/role

We are seeking the talent together to build a creatively working environment with diverse culture, if you have the background of BPO management, Safety & Security related working experiences, would like to work with cross continental colleague cross functions, you should catch this opportunity.

In this role, you'll be...

Key Responsibilities:

• Lead and develop the BPO partner to continuously improve Service performance, quality metrics, customer satisfaction, cost efficiency.
• Be responsible for workforce planning to match business changes.
• Ensure that services are delivered cost-effectively, work with the finance department to manage budgets related to vendor services. Identify opportunities for cost savings without compromising service quality.
• Collaborate with internal department such as process, training and quality assurance expert to develop and deliver regular training for both new hire and existing team members in the Contact Center.
• Work with BPO manager on supervising daily operation. Improve site daily operation quality, set up a mechanism to optimize the issues identified, and resolve the urgent problems.
• Identify, monitor, and articulate reporting requirements, including targets, specific data, anticipated outcomes, and other key performance indicators.
• Promote an employee-centric culture that encourages employee satisfaction and engagement.
• Ensure the vendor provides the service safely, authentically, and efficiently. Assess and mitigate risks associated with vendor relationships, including financial, operational, and compliance risks.
  
  
  

We're eager to be in touch because you have...

• 5+ years of contact center team management experience, BPO operation manager role or above, has independent account management experience or experience in managing global or remote vendors is required.
• Experience in managing a remote team is preferred.
• Must have the ability to collaborate with both internal and external stakeholders at all levels to ensure effective communication and success of key initiatives.
• Experience of Critical incident handling is preferred.
• Experience of similar industrial is preferred.
• Good problem-solving skills, proficient in MS Office Suite (esp. excel), Workforce Management programs.
• Detail-oriented, self-motivated, and great ownership.
• Strong negotiation, communication, and interpersonal skills.
• Fluent in English, Portuguese.
• Accpet occasional travel to vendor sites or other company locations.
  
  
  

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).