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.

The Performance Management Analyst plays a critical role in measuring and visualizing performance trends for the Toast Care team. This individual will need to have ownership of reporting and analytical processes that identify performance trends at both employee and program levels. This individual will also need to leverage cross functional relationships while distilling analytical concepts into easily digestible, and actionable business insights.

About this roll* (Responsibilities) 

• Serve as a subject matter expert on Toast's platform, workflows, tools, performance management policies, and processes
• Leverage competency in SQL, Excel/Google Sheets, and other BI Visualization tools as needed to support deployment of performance metrics and visualization to a large number of stakeholders ranging from contact center staff to executive leadership
• Regularly review contact center performance data to identify correlation of predictive indicators with downstream impacts
• Partner closely with operational contact center and other teams to become a SME in the available data of respective business units and how these datasets integrate with one another
• Present findings, insights, and recommendations on opportunities to improve the business to a wide variety of stakeholders
• Collaborate cross-functionally to achieve alignment and improvements in BPO partnerships
• Provide Senior Performance Manager with insights on where BPO sites may need to improve and assist in creating action plans for lowering any potential performance gaps

Do you have the right ingredients*? (Requirements)

• 2+ years of experience in an analyst or similar position that required regular ownership of analysis and reporting
• 2+ experience in developing dashboards in BI tools and establishing ETL processes with good data governance practices
• SQL experience required
• Proficiency in data analysis to identify trends, areas for improvement, and opportunities for optimization
• Strong to expert level knowledge of Excel/Google Sheets such as leveraging pivot tables, complex nested formulas, and the ability to turn around quick ad hoc analysis
• Project management skills to lead initiatives related to operational alignment and improvement
• Excellent communication skills, written and verbal
• Strong problem-solving skills to address challenges and find solutions that drive scalability and performance
• Success operating and driving work independently while navigating competing priorities in a constantly changing environment

Special Sauce* (Non-essential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry 
• Experience with Salesforce CRM
• Experience with contact center software applications and data such as CRM systems, Telephony data, interaction and agent data, etc.
• Experience working in the tech industry or for a SAAS company 
• Experience with complex data manipulation languages such as a Python or R

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