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.

#LI-Hybrid

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.

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.

• 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.