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?

The Scheduling Analyst is a valuable resource and partner for the Toast customer support teams, responsible for providing optimized staffing recommendations and creating agent work schedules to enhance the customer experience. Working with large datasets to drive solutions and create understanding around process improvement initiatives. 

In cooperation with Workforce Forecasting partners, Scheduling Analysts own alignment and resource planning of over 500 Service Agents across all channels of communication (phone, email, chat) ensuring performance targets are met, both from a customer and agent perspective. 

About this roll* (Responsibilities):

The team collaborates effectively with Operations Leaders, Talent, and Training to drive seamless execution and meet our service level agreements with Toast customers. 

• Partner with key stakeholders and business leaders to provide strategic data driven input and scheduling recommendations to support the call centers customer response times. 
• Analyze data (arrival patterns, agent coverage maps, occupancy trends) to identify opportunities for performance improvements in staffing allocation. 
• Working with tools and dashboards, automating reports and generating insights to quickly and accurately show how departments are performing on call center metrics.
• Lead interaction with Business Operation counterparts to advise on anticipated daily, weekly performance and partnering on decisions in terms of agent mobility / adjustments.  Outline risk and potential trade-offs in performance.
• Conduct regular review of schedule template efficiency in support of coordinated schedule bid process.
• Own handoff of occupancy outlook to Real Time Team delineating schedule maintenance responsibilities based on activities and timing.   

Do you have the right ingredients* (Requirements)?

Seeking an ambitious, analytical, inquisitive, solution-oriented individual dedicated to improving the customer experience by scheduling to meet business needs and identifying areas for improvement. 

• 2+ years experience with extracting and formatting information from large databases. 
• Proven on-the-job analytical / data solutions experience. 
• Advanced database skills, demonstrated proficiency with advanced formulas (Excel, Sheets and/or SQL). 
• Experience in crafting leadership presentations using data comprehensible visualizations (graphs, tables, infographics). 
• Strong problem solving skills utilizing data evidence to understand obstacles and present recommendations for improvement.
• Excellent verbal and written communication skills, with a comfort level in leading engagement with cross-functional peers and managers.
• Versed in navigating ambiguous situations. 
• Self-starter and comfortable working independently and as part of a team.

 Special Sauce* (Nonessential Skills/Nice to Haves)

• Workforce Planning Experience
• Experience with data models
• Workforce Planning Software Experience (IE NICE, Aspect, etc)
• Salesforce Data Extraction Experience 

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

 

Base Pay Target Range: Mid $60,000 to Low $70's

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$56,000—$90,000 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.