Analyst, Global Support Workforce Planning

Lyft; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Extended health & dental

Mental health benefits

Family building benefits

Child care & pet benefits

Lyft Health Savings Account

RRSP matching

Flexible PTO

Paid parental leave

Job summary

Lyft is seeking an Analyst to join the Business Forecast & Planning team within Customer Care Operations in a hybrid in-office role in Toronto. You will own forecasting, capacity, and scheduling models, partnering with BPOs to translate demand into staffing plans across sites and geographies.

You will translate complex signals into insights for leadership, maintain dashboards, and drive improvements with AI-enabled analyses. A background in planning, SQL, Python, and problem solving is essential.

Qualifications

• 2+ years in planning, forecasting, capacity/resource management, or a related analytical role.
• 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 with curiosity about how large, complex business systems work; fast learner with context across new systems.
• Self-directed, data-driven decision maker with strong communication across stakeholders.

Responsibilities

• Support the development and upkeep of models and frameworks that connect business drivers to staffing decisions.
• Translate large, complex data into clear, actionable insights for leadership.
• Own day-to-day planning execution, dashboards, reporting, and business reviews with accuracy.
• Leverage AI tools to build and maintain dashboards, reports, and analyses.
• Identify opportunities to improve how the team plans and operates.
• Move quickly on time-sensitive requests using modern tools.

Skills

Planning

Forecasting

Capacity planning

SQL

Python

AI tooling

Stakeholder management

Education

Bachelor's degree

Advanced degree preferred

Tools

SQL

Python

Job description

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.

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

Experience

• 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
• Exposure to workforce management/resource planning is a plus
• Bachelor's degree in Business, Engineering, Data Science, or a related quantitative field; advanced degree a plus

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

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.
Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the Toronto area is CAD $79,600 - CAD $99,500, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
Lyft may use artificial intelligence to screen applicants, however, Lyft employees make the ultimate selection and hiring decisions.
This job fills an existing vacancy.