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Lyft // on-demand ride-sharing
 
Mexico City, Mexico    Posted: Tuesday, March 30, 2021
 
   
 
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JOB DETAILS
 

At Lyft, our mission is to improve peoples lives with the worlds best transportation. To do this, we start with our own community by creating an open, inclusive, & diverse organization.

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

Responsibilities:

  • Analyzes available data to identify opportunities for same-day staff adjustments & 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 & projects adjustments for unanticipated volume shifts & 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 & driven
  • Strong analytical & critical thinking skills 
  • Strong communication skills, both written & oral
  • Strong interpersonal skills & relationship-building skills required; ability to resolve conflicts
  • Excellent written, grammatical, & verbal communication skills, in both English & Spanish
  • Experience with WFN systems such as Nice, Genesys or Calabrio
 
 
 
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