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 team-player to drive daily management of work distribution and agent productivity as a member of our Real-Time Workforce Management team. In this role you’ll be working with operations teams and business leaders, utilizing your technical expertise and business insights to drive best-in-class Customer Experiences. You’ll 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* (Responsibilities)
Assist with various workforce system (NICE IEX) administrative tasks to ensure accurate performance tracking and process workflows.Real-time monitoring of performance across all channels, including the execution of channel-flexing and escalation actions.Day-to-day 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 call-out updates.Identify and raise issues with staffing/scheduling, and make data-driven recommendations for corrective actionDevelop a strong understanding of staffing frameworks at the intraweek and intraday level, track performance against expected patterns, and adjust intra-day forecasts accordingly Deploy sound quantitative analytical technique to clean data-sets, identify outliers and smooth distributions used in compilation of forecastsBuild a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processesDevise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflowsPartner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communicationEffectively communicate with BPO partners to address performance and operational opportunitiesDo you have the right ingredients*? (Requirements)
Highly motivated, works effectively both independently and as part of a teamExperience with Excel/Google SheetsAdvanced critical thinking skillsData-driven communication skills, tailored to a varied audienceBread puns encouraged but not required
Work timings: 3:00am - 12:00pm ISTWork Mode: Hybrid (2-3 days in office)Location: Bangalore
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
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The 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 in-person 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: https://careers.toasttab.com/locations-toast.
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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.
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