Director Workforce Management


Omaha, NE Management & Operations

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with a powerful cloud-based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?


The WFM Director will develop and integrate a set of processes to optimize the productivity of Toast’s Support contact centers. Will establish workforce management and monitoring process. Will also direct teams focused on schedules and forecasts to ensure effective labor management. Deploy seat management approach and provide input on forecast projections. Will also work with existing WFM tools and/or recommend new software or tools.


Toast is looking for an experienced director to lead the Support Workforce Management function globally. Workforce Management plays a fundamental role in our mission to quickly & consistently provide support to restaurants while driving process improvements for ongoing operational success. This team is responsible for forecasting, staffing, scheduling and monitoring Toast support SLA’s through a combination of highly analytical approaches and heavy business acumen. Through partnership with the broader CS organization we target to craft the most efficient operation possible, while meeting the needs of Toast, our staff and our leadership.


About this roll*: 

  • Heads and oversees the Scheduling and Forecasting teams in supporting operations
  • Serves as the primary point of contact for staff level forecasting, capacity planning, resource planning, and provides input to the finance department for contact center financial planning
  • Directs, oversees and enforces the strategic objectives of the organization by understanding the current state of the company, its customers, industry, and environment
  • Directs the multi-site contact center schedule requirements, and provide consultation to teams on methods to optimize staffing and best meet call volume patterns across the network, including outsource partners
  • Develops business plans for department operations, including budget. Ensures that staffing is efficient in order to maintain operational objectives
  • Evaluates and performs risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facilities utilization
  • Works toward achieving maximum efficiency of call/chat/web and email intakes
  • Develops policy and procedures for the information flow of contact center
  • Develops reporting infrastructure and executes on key workforce metrics at the enterprise and agent level
  • Performs analysis of volume drivers and makes process improvement recommendations to reduce contact rate
  • Leads, mentors and develops a team of workforce managers, schedulers and analysts


Do you have the right ingredients*?


  • Ability to build strong relationships with leadership teams
  • 3-5 Years work experience leading a Global WFM Organization
  • Enthusiasm and curiosity for continuous improvement and root cause analysis
  • Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into the details where necessary
  •  Proactive leader who uses good judgment and makes decisions as necessary
  • Outstanding verbal and written communication, ability to present and gain consensus with a large group
  • Outstanding decision making ability and ability to work independently
  • Strong problem-solving skills, self-motivation and the capacity to work under pressure and tight deadlines
  • Call Center operations/leadership experience
  • Technologically savvy with working knowledge of main WFM technologies/ best-in-class processes
  • Proven success in developing ideas into executable projects with measurable outcomes.
  • Travel required as needed.


*Bread puns encouraged but not required

Job ID: 3699

Posted 6 days ago

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