Analyst, Global Support Workforce Planning
About The Position
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft is seeking an Analyst to join our Business Forecast & Planning team within Customer Care Operations. This role owns the forecasting, capacity, and scheduling models that keep our global support workforce sized and staffed correctly. You'll work hands-on with our BPO partners to translate demand signals into staffing plans, and bring deep contact centre planning expertise to a team managing support at scale across multiple sites and geographies.
Requirements
- 2+ years in planning, forecasting, capacity/resource management, or a related analytical role; consulting, investment banking, FP&A, or ops strategy backgrounds also fit well
- Sharp analytical mindset with hands-on SQL and Python skills
- AI fluency, comfortable using AI tools to accelerate analysis and problem-solving
- Strong business acumen paired with genuine curiosity about how large, complex business systems work; fast learner with a bias towards action, comfortable building context quickly across new systems and stakeholders
- Self-directed, with a track record of turning data into real decisions; strong communicator, able to build trust with stakeholders across functions and levels
- Bachelor's degree in Business, Engineering, Data Science, or a related quantitative field; advanced degree a plus
Nice To Haves
- Exposure to workforce management/resource planning is a plus
Responsibilities
- Support the development and upkeep of the models and frameworks that connect business drivers to staffing and resourcing decisions
- Translate large, complex, and sometimes ambiguous data into clear, actionable insights that support leadership recommendations
- Own day-to-day planning execution, from dashboards maintenance and reporting to business reviews, with a sharp focus on accuracy and the details that matter
- Leverage AI tools to build and maintain dashboards, reports, and analyses that support the team's recommendations and insights
- Identify and help drive opportunities to improve how the team plans and operates
- Move quickly on ambiguous, time-sensitive requests, using modern tools to work smarter and faster
Benefits
- Extended health and dental coverage options, along with life insurance and disability benefits
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- Access to a Lyft funded Health Care Savings Account
- RRSP plan with company match to help save for your future
- In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
- Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
- Subsidized commuter benefits and Lyft ride credits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
