At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

The Workforce Manager is responsible for the development of Lyft’s Safety and Customer Cares workforce and real-time analytics (RTA) strategy including, the management and improvement of resource management, forecasting, scheduling, and RTA programs. This manager will be responsible for the accurate forecasting of work across channels, staff, and productivity as well as developing and implementing tools/systems that raise associate efficiency. This role is highly collaborative and fluid -- communicating with other safety and customer cares managers and partners to capacity plan and hit target service levels in a rapidly changing environment.

Responsibilities:

• Manage Lyft’s Safety and Customer Cares team’s resource, workforce and RTA strategy
• Forecast work across phone, email, chat,, and social channels to accurately predict required resources for service levels
• Utilize WFM tools to create optimized schedules and develop hiring plan needed to meet service levels and cost per contact
  Measure, provide insights, and drive results from short and long-term forecasts, intraday adjustment, and real-time adherence management
• Analyze contact center history and collaborate with partners to identify occupancy and shrinkage issues and determine the optimal level of off-queue activities
• Create executive-level reports on workforce requirements and forecasts
• Drive flexible workforce strategy through creation and management of best in class part-time and work from home programs
• Owner of the customer experience cost strategy including concessions management, headcount optimization, and forecasting
• Participate and engage in overall CET strategy and help shape the ideal Lyft customer experience. Align resource, workforce, and cost strategy with overall CET outcomes and goals

Experience:

• 5+ years of experience workforce forecasting and resource management
• 3+ year’s experience in multi-site, multi-channel contact center operations
• 5+ years of experience with commercial WFM software
• Strong analytical capabilities; expert with WFM software and MS Excel
• Experience creating forecasts, schedules and the ability to measure accuracy of the models and refine
• Agility - ability to shift focus and priorities as business changes. Can manage multiple projects simultaneously

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.