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 behaviour 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

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.