CX Workforce Management Sr Analyst

We are the Workforece Management team, a global supporting area of the Customer Experince (CX) organization in Didi IBG. We are responsible to ensure that we have the right amount of people (customer service support), at the right time and at the right place to efficiently meet all our customer demands. We are looking for a Workforce Management Analyst that will be responsible lead the Planning and Real Time Monitoring process, by designing the process and ensuring the teams are monitoring the queues and schedule adherence in real time, understanding the behaviors and gaps compared to the forecast to help build the proper action plans to make sure our customers are...