We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

In the Customer Experience (CX) area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company. We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics, and ways of working to protect the customer's experience while generating value for the business. We look for people who are willing to embrace these principles by going above and beyond to bring them to life, and more importantly, who are passionate and driven by positively impacting people’s lives and experiences.

Join the Didi Workforce Management (WFM) team as a Real-Time Intern Analyst and help improve our customer experience by effectively allocating our resources. You will be responsible for conducting research and analysis to support real-time management strategy and developing recommendations for improving scheduling and forecasting strategies.

Role Responsibilities

Managing 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.

Managing numerous real-time metrics such as: Service Level, Average Handle Time, Adherence, Occupancy, and others against a matrix of defined thresholds.

Providing outage and crisis management (Facilitating communications between IT teams and site management)

Managing Interval: daily, weekly, and monthly plan objectives.

Developing and Implementing Action Plans to drive performance goals.

Working closely with the Planning Team (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.

Providing real-time skilling adjustments.

Role Qualifications

Students in Administration, Engineering, or related fields.

Advanced English level.

Good analytical and problem-solving skills.

Excellent communication and collaboration skills.

Proficiency in Microsoft Office / Google Sheets and 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.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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