Safety Service Delivery Ops Manager

About the company

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

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.

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.
Accept 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).