Workforce Analyst Jobs

Job Title:Workforce Management Forecast

Location1120 Bd Marie-Victorin, Longueuil, QC J4G 2H9, Canada

Duration: 6 Months Contract to hire or extension

Shift Hours: Mon-fri 8:00 Am – 5:00 Pm

Payrate:$29.19-31.38/hr on T4

Description/Comment:

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. Lyft knows that transportation isn’t just about cars, it’s about enjoying the ride no matter the method. That’s why in 2018, Lyft leaned in to bikeshare in order to provide mobility solutions that people love and cities need. Our Montreal office developed the first automated bikeshare system in America, a system that has since deployed in multiple cities around the world (London, Montreal, New York, San Francisco to name a few).

The Workforce Management Forecaster will build long term forecasts for multiple support sites operating in multiple support channels. They will also build projections for staffing impact as it relates to upcoming holidays, new platform features, and other launches. As part of the Workforce Management team, they will be empowered to improve our systems and tools to best serve your role as well as the success of the business. They will work closely with Capacity Planning and Real Time Management to maximize the effectiveness of the collective Workforce Team.

Responsibilities

Builds and publishes long term forecasts for multiple multi-channel support centers

Builds and publishes short term forecast adjustments for Holidays, special events and projects

Works with partner WFM teams to develop scheduling processes/standards

Manages, updates and ensures accuracy of WFM documentation

Uses accuracy of forecast measurements for continuous improvement, including making recommendations to improve forecast efficiency

Analyzes available information to identify staffing opportunities utilizing existing reporting

Assists with forecasting data management and maintaining forecasting dashboards needed to staff the lines of business we support appropriately

Collect and report global data from disparate systems, providing meaningful trend analysis and data-driven recommendations and insights

Participates in meetings focused on reviewing forecasts, shrinkages, and scheduling (globally)

Works closely with WFM and RTA teams globally

Requirements

Minimum of 3 years experience in workforce management, specifically long and short term forecasting for a multi-channel contact center Must have a general knowledge of support tooling systems, such as, Zendesk, Twilio Flex, JIRA and Khoros Must have experience with workforce management/optimization software (e.g. Verint, Aspect, Nice IEX, Avaya, Genesys, Calabrio, Teleopti, etc) Must have experience with data driven BI tools (Tableau and/or Mode a plus) Advanced Excel/Sheets proficiency Self-sufficient, highly motivated with a desire to learn new technologies and industries Ability to multi-task and meet short-term and high-intensity deadlines Strong analytical and critical thinking skills Strong communication skills, both written and oral Strong interpersonal skills and relationship building