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Real Time Specialist

Lyft, Mexico City, Mexico

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


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 Real Time Specialist will manage real-time service levels as well as queue management across multiple channels and multiple sites, globally. This position is responsible for overseeing all intraday processes in support of operations to achieve Lyft’s business objectives in service level as well as maximizing efficiency and occupancy. Additionally, this role will maintain data integrity across multiple platforms, support our Workforce Helpdesk and provide leadership teams with timely, accurate reports on intraday performance and impacts. The ideal candidate must exhibit self-motivation, analytical skills, and strong reporting capabilities. Must love a fun and fast-paced environment.

Responsibilities:

  • Analyzes available data to identify opportunities for same-day staff adjustments and the need to solicit extra hours and/or voluntary time off
  • Monitors several queues & performance data points across multiple channels & sites
  • Reviews intra-day performance reports and projects adjustments for unanticipated volume shifts and staffing adherence (same-day)
  • Monitors & flags/communicates global agent adherence & performance at a queue, site, & team level
  • Responds to/handles requests from Operational leadership that will impact same-day coverage for any skill/queue
  • Executes on recommendations made by RTA Analysts by facilitating schedule adjustments for internal resources as-needed
  • Participates in outage management when required
  • Performs reporting/data entry tasks as necessary
  • Communicating business health to  leadership as needed

Experience:

  • Commitment to excellence
  • Minimum of 2 years contact center experience (multi-channel preferred)
  • Moderate to Advanced Excel/Sheets proficiency
  • Must be self-motivated and driven
  • Strong analytical and critical thinking skills 
  • Strong communication skills, both written and oral
  • Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts
  • Excellent written, grammatical, and verbal communication skills, in both English and Spanish
  • Experience with WFN systems such as Nice, Genesys or Calabrio

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 Lyft's website.