Analyst - Workforce Management


Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Toast is looking for a WFM (Workforce Management) Real Time Analyst to partner with our Customer Support team and be a part of building out our Workforce Management Department from the ground up. This role will be responsible for utilizing forecasts and schedules for the contact center to manage service levels on a daily real time basis during specific shifts.  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* (Responsibilities) 

  • Able to multitask while monitoring real-time volume in several channels - phone, chat, email, web support across multiple sites. 
  • Communicate with business partners over the day’s performance by sending reports and other communications. 
  • Use WFM software and call volume history to help manage intraday staffing levels.
  • Determine the most effective methods for needed intraday staffing adjustments.
  • Enter schedule exceptions for contact center agents i.e, absence, PTO, meetings etc.
  • Responsible for escalating outages or other operational issues to Customer Support Leadership.

Do you have the right ingredients*? (Requirements)

  • Preferred 1 years experience in Workforce Management departments.
  • Preferred CMS experience.
  • Preferred experience with workforce management software (e.g.CSI, U-WFM).
  • Demonstrated analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Strong interpersonal and customer service skills

*Bread puns encouraged but not required


Job ID: 8604

Posted about 2 months ago

Share This Job