Real Time Analyst at Toast

Recruiter: Sandeep Dhara

Hiring Manager: Cory Randall

Job Level: P1

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Toast is looking for an analytical, technical, and motivated team-player to drive daily management of work distribution and agent productivity as a member of our Real-Time Workforce Management team. In this role you’ll be working with operations teams and business leaders, utilizing your technical expertise and business insights to drive best-in-class Customer Experiences. You’ll lead corrective action in collaboration with business leaders to mitigate the impact of staffing, call volume, call abandonment, and agent behavior issues across different media channels.

About this roll*:

Assist with various workforce system (NICE IEX) administrative tasks to ensure accurate performance tracking and process workflows
Real-time monitoring of performance across all channels, including the execution of channel-flexing and escalation actions
Day-to-day management of scheduling requests, work distribution, and agent productivity
Cadenced reporting to leadership on key performance metrics, including targeted recommendations
Administration of system profiles, scheduling, and call-out updates
Identify and raise issues with staffing/scheduling, and make data-driven recommendations for corrective action
Develop a strong understanding of staffing frameworks at the intraweek and intraday level, track performance against expected patterns, and adjust intra-day forecasts accordingly
Deploy sound quantitative analytical technique to clean data-sets, identify outliers and smooth distributions used in compilation of forecasts
Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes
Devise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflows
Partner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communication
Effectively communicate with BPO partners to address performance and operational opportunities

Do you have the right ingredients*?

Highly motivated, works effectively both independently and as part of a team
Experience with Excel/Google Sheets
Advanced critical thinking skills
Data-driven communication skills, tailored to a varied audience
Bread puns encouraged but not required

Special Sauce* (Nonessential Skills/Nice to Haves)

Workforce Planning Software experience (ie NICE, Aspect, etc)
Hands-on Real-Time Management experience, knowledge of associated Best-Practices
Experience with forecasting/staffing models
Salesforce, Intercom and/or Five9 experience
Python R, BigQuery, Data Studio & Looker Experience
Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources

Important Notes*

This position will have to work some company holidays
Shifts will follow Eastern Time (U.S.), so working hours will change with Daylight savings

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

Real Time Analyst

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