On-site Safety Operations Specialist
موقع الوظيفة:
الراتب شهرياً:
تم النشر:
آخر موعد للتقديم:
عدد الوظائف الشاغرة:
ملخص الوظيفة
DiDi Global Inc. is the worlds leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific Latin America and Africa including ride hailing taxi hailing chauffeur hitch and other forms of shared mobility as well as auto solutions food delivery intra-city freight and financial services.
DiDi provides car owners drivers and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers the taxi industry the automobile industry and the communities to solve the worlds transportation environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value by building a safe inclusive and sustainable transportation and local services ecosystem for cities of the future.
For more information please visit: Overview As the on-site representative of DiDis Safety Response organization at the BPO delivery center you will be responsible for overseeing daily operations ensuring service quality and driving execution excellence. This role serves as a critical bridge between centralized strategy (Policy / SOP) and frontline execution (Agents) ensuring that safety-related cases are handled with high standards of quality efficiency and compliance while continuously improving user experience. 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 risks Ensure adherence to Safety Response SOPs and handling standards especially for sensitive cases Conduct quality audits (QA) case reviews and performance analysis Maintain consistency and compliance in handling high-risk scenarios (e.g. violence harassment robbery cases) Identify key drivers of DSAT and re-open cases and lead root cause analysis Collaborate with product policy and training teams to improve processes and tools Track implementation of improvement initiatives and ensure effective closure of issues Support agent training and capability building (e.g. communication skills judgment risk identification) Drive effective rollout and adoption of new processes and policies Enhance agents ability to handle complex and sensitive safety cases Partner with central teams. Act as the on-site voice of operations providing frontline insights and VOC feedback Support critical incident response and ensure timely communication and coordination Bachelors degree or above 23 years of experience in operations customer service safety response or contact center environments Prior experience in BPO or on-site operations management is must. Experience in Trust & Safety or safety-related operations Multilingual capability (English / Spanish / Chinese preferred) We are committed to building inclusive and diverse teams. At DiDi we believe that our differences are our biggest source of strength. Thats why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender age sexual orientation nationality marital status pregnancy/maternity disability race religion and beliefs or any other status protected by applicable laws wherever we operate. We are committed to building inclusive and diverse teams and a workplace that is free from discrimination and harassment because thats how we create better products and services make better decisions and better serve the communities were a part of. I acknowledge that prior to submitting this application I have read and accepted the Privacy Notice for Candidates which is available on Experience: IC
عن الشركة
Proud makers of trucks, buses, engines, parts, and history
