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.

Bready* to make a change?

This analyst is a valuable resource and partner for the Toast customer support teams, responsible for providing optimized staffing recommendations and creating agent work schedules to enhance the customer experience.

In cooperation with our Forecasting partners, we own alignment and resource planning of our fleet of Service Agents across all channels of communication (i.e., phone, email, chat) to ensure performance targets are met, both from a customer and agent perspective. The team is at the heartbeat in terms of collaborating effectively with Operations Leaders, Talent and Training to drive seamless execution. Expectation will be that the individual will work with large datasets to drive solutions - either via new tool / model creation or articulate presentation of data / findings.

About this roll* (Responsibilities):

• Partner with key stakeholders and business leaders to provide strategic data driven input and recommendations to support the call centers operational goals. 

• Analyze data and identify opportunities for performance improvements in scheduling for workforce allocation optimization. 

• Validate and analyze large sets of data to identify trends and anomalies to produce insights, providing context to drive business decisions.

• Working with tools and dashboards, automating reports and generating insights to quickly and accurately show how departments are performing on call center metrics. 

Do you have the right ingredients* (Requirements)?

• 2 years of experience with extracting and formatting information from large databases. 

• Strong problem solving skills utilizing data evidence to understand obstacles and present recommendations for improvement.

• Proficient with advanced formulas in Excel and/or Sheets and SQL (Structured Query Language) 

• Experience in crafting presentations, data visualizations (graphs, tables, infographics) for leadership consumption and comprehension

• Excellent verbal and written communication skills.

• Ability to multi-task and work independently on projects.

Our Spread* of Total Rewards (Benefits)

• 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