Job Description
DiDi Global Inc. is a leading mobility technology platform that offers ride‑hailing, taxi, and other services across multiple regions, including Asia‑Pacific, Latin America, and Africa.
Role Overview
As the on‑site representative of DiDi’s Safety Response organization at the BPO delivery center, you will oversee daily operations, ensure service quality, and drive execution excellence. This role serves as a bridge between centralized strategy and frontline execution, ensuring safety‑related cases meet high standards of quality, efficiency, and compliance while continuously improving the user experience.
Key Responsibilities
- On‑site Operations Management
- Oversee daily operations of the BPO safety response team, ensuring stable 24/7 service delivery
- Monitor key operational metrics (SLA, AHT, Resolution Rate, DSAT, etc.)
- Track staffing, scheduling, and capacity utilization, proactively identifying operational ris...