Job Description
About The Team / Role
As the on‑site representative of DiDi’s 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.
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 risks
- Quality & Compliance Management
- Ensure adherence to Safety Response SOPs and handl...