Uncubed

Resource Manager

Lyft, Nashville, TN

Lyft is your friend with a car, whenever you need one


The Resource Manager is responsible for the development of Lyft’s Customer Experience and Trust (CET) workforce and cost optimization strategy including, the implementation of resource management and scheduling programs and the implementation and management of flexible workforce programs (part time and work from home). 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 CET managers and partners to capacity plan and hit target service levels in a rapidly changing environment.

Responsibilities

  • Manage Lyft’s Customer Experience and Trust team’s resource, workforce and cost 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 and CET managers to identify occupancy and shrinkage issues and determine the optimal level of off-queue activities
  • Connect and communicate with Marketing, Growth, Operations and Product teams to determine events that influence call volume to increase forecast accuracy
  • Create executive level reports on CET 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 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

Your Experience & Skills

  • 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
  • BS/BA degree or equivalent required
  • 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
  • Creative problem solver
  • Ability to quickly understand complex problems and find solutions
  • Effective communicator at all levels - able to articulate work clearly and concisely
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

About Lyft

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

Ride by ride, we’re changing the way our world works.

Want to learn more about Lyft? Visit https://www.lyft.com/