Real Time Analyst
Real Time Analyst
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Job Description
Recruiter: Sandeep Dhara
Hiring Manager: Cory Randall
Job Level: P1
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 teamplayer to drive daily management of work distribution and agent productivity as a member of our RealTime Workforce Management team. In this role youll be working with operations teams and business leaders utilizing your technical expertise and business insights to drive bestinclass Customer Experiences. Youll lead corrective action in collaboration with business leaders to mitigate the impact of staffing call volume call abandonment and agent behavior 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
- Realtime monitoring of performance across all channels including the of channelflexing and escalation actions
- Daytoday 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 callout updates
- Identify and raise issues with staffing/scheduling and make datadriven recommendations for corrective action
- Develop a strong understanding of staffing frameworks at the intraweek and intraday level track performance against expected patterns and adjust intraday forecasts accordingly
- Deploy sound quantitative analytical technique to clean datasets identify outliers and smooth distributions used in compilation of forecasts
- Build a strong understanding of Toast customer contact drivers and agent workflows including agentfacing scheduling requests and processes
- Devise and document processes for intraday actions workforce team processes and agent/managerfacing 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
- Datadriven 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)
- Handson RealTime Management experience knowledge of associated BestPractices
- 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
Diversity Equity and Inclusion is Baked into our Recipe for Success
At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters inperson collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: 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 .
Required Experience:
IC
Employment Type
Full Time
