Partner Engagement Specialist, TBS

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 is committed to building transportation that empowers people to move around their neighborhood and city without owning a car. Specifically, our goal for solving last-mile mobility is to lay the foundation for winning on bikes and scooters.

The Partner Engagement Specialist will work closely with the Partner Engagement Lead in many aspects of the day-to-day business for Lyft's bike and scooter customer support teams. The primary function of this role will be to assist the Partner Engagement Lead in maintaining a successful working relationship between Lyft HQ and contracted partner support sites by consistently pulling and reporting on relevant data, managing support tool credentialing and working cross functionally with remote WFM and RTA teams to ensure schedule and forecast efficiency.

Responsibilities:

• Understands key business health metrics, team objectives and shares ideas on how to achieve them
• Performs data pulling/entry tasks on relevant business health metrics and regularly reports outcomes to leadership
• Works with Partner Engagement Lead to monitor partner hours to ensure optimal staffing
• Analyzes support volume data vs. forecast/scheduling data and makes recommendations based on business needs
• Assists RTA teams to monitor support queues and performance data points across multiple channels and partner sites to project adjustments for volume shifts and staffing adherence.
• Works with partner RTA teams to understand post mortem analyses on impactful historical events and reports to leadership
• Participates in meetings with partner WFM and RTA teams focused on reviewing forecasts, shrinkages, and scheduling
• Participates in and presents on at business reviews to key stakeholders
• Performs seasonal credentialing tasks for T1 & T2 support agents across multiple tools
• Monitors partner feedback to ensure timely resolution of agent coaching opportunities at the site level
• Works with Rider Support and partner teams to mitigate outages and maintain business health

Experience & Skills:

• Minimum of 2 years multi-channel contact center experience (Workforce Management or RTA experience preferred)
• Must have a general knowledge of support tooling systems, such as, Zendesk, Twilio Flex, JIRA and Khoros (Verint experience a plus)
• Must have experience with data driven BI tools such as Tableau (Mode a plus)
• Moderate to 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 skills

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building 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 opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.