Safety Operations Supervisor

Location: BR-PB (Campina Grande)

Team Overview

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.

Role Responsibilities

1. 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

2. Quality & Comp...