Workforce Management Analyst


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 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?

Toast is looking for a WFM Analyst to handle both scheduling and real time analysis by  partnering with our Customer Support team. You will have accountability for quantitative work assignment scheduling to provide optimized staffing recommendations that support operational goals. This role is also  responsible for agent work schedules, real-time workforce management, developing and maintaining reports, and supporting the business via analytics, ad-hoc reporting and other special requests as they occur.

About this roll*: 

  • Develop and maintain 500 + agent employee work schedules across the globe
  • Designs and manages an efficient staff scheduling system for short-to-medium-term future needs which includes the development of shift requirements and paid time off (PTO) planning
  • Make recommendations as needed to meet service level goals by skill, site, day of week, and time of day; lead staffing review meetings with management and analysts discussing historical and future scheduling results
  • Analyze data and identify opportunities for performance improvements in the optimization and scheduling process and implement solutions.
  • Responsible for escalating outages or other operational issues to Customer Support Leadership
  • Develops and updates as necessary process documentation on workforce management for auditing purposes
  • Executes and maintains internal levers designed to mitigate SL failures
  • Audits work of peers to ensure consistent output at the team level

Do you have the right ingredients*

  • 1-2  years experience in WFM departments at a minimum
  • Experience with Excel, pivot tables, basic to mid-level formulas 
  • Strong analytical & problem solving skills
  • Excellent verbal and written communication skills
  • Strong interpersonal and customer service skills
  • Preferred CMS experience.Preferred experience with workforce management software (e.g. CSI, U-WFM).
  • Demonstrated analytical and problem-solving skill

*Bread puns encouraged but not required

Job ID: 4370

Posted about 1 month ago

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