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.

Bready* to make a change?

Real Time Analysts on the Workforce Management Team are responsible for increasing customer satisfaction through call center productivity. By utilizing data, technical expertise and business insights, a  Real Time Analyst will drive best-in-class customer experiences. They effectively communicate with business partners to mitigate the impact of increased call volume, staffing obstacles, call abandonment, and other operational opportunities. 

Available schedule for this position: 

• Tuesday - Saturday 11AM-8PM EST

About this roll*: (Responsibilities)

• Communicate real-time monitoring and reporting of call center performance across all channels, including escalation action recommendations to meet key performance metrics. 
• Projections to meet workload with available staffing availability and performance standards. Forecasting at the intraweek and adjusting intraday accordingly. 
• Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes.
• Assist with various workforce system (NICE WFM) administrative tasks to ensure accurate employee availability, performance tracking and process workflows.

Do you have the right ingredients*? (Requirements)

• Must have open availability to work holidays as needed
• Real -Time Management experience, 2+ years required
• Advanced critical thinking skills with knowledge Real-Time Management Best-Practices
• Workforce Planning Software experience (ie: NICE, Aspect, etc.)
• Advanced Excel/Google Sheets  (Pivot Tables, Data Clean-Up, Functions, Formatting, etc.)

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience with forecasting/staffing models
• Salesforce 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

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

 

#LI-REMOTE

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.Pay Range$60,000—$62,000 USD

 

We are Toasters

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

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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 candidateaccommodations@toasttab.com.