Workforce Management Real-time Analyst at Toast

| Chicago
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We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

Toast is looking for a WFM 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*: 

  • 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*

  • Preferred 1 years experience in WFM 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
  • Some Travel may be required up to 10%

*Bread puns encouraged but not required

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • DynamoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

We are located in the trendy, downtown area of Streeterville on Michigan Avenue. You can find us next to the Wrigley Building!

An Insider's view of Toast

What's something quirky about your company?

Our sticker obsession! We love collecting and trading them.

Eric

Manager of Snacks

What does your typical day look like?

6 cups of coffee, a Cliff bar, lunch at 2, and on my way home by 7!

Shawn

Operations Specialist

How does the company support your career growth?

I meet with my manager every week to review my personal goals and discuss how I want to grow as a developer. We also get a yearly stipend that we can use to attend conferences and purchase books that expand our knowledge base.

Biz

Software Engineer

How has your career grown since starting at the company?

I've been extremely fortunate to have great mentors and managers who encouraged me to look at situations through different lenses. This has helped me identify opportunities to carve out new career paths. Four of the six roles I've held did not exist before I stepped into them.

Krystal

L&D Specialist

What are Toast Perks + Benefits

Toast Benefits Overview

Like most tech companies, we offer commuter subsidization, full health coverage, endless snacks, and collaborative workspaces. But what makes us unique is our offerings beyond the standard spread of perks and benefits: unlimited PTO, 401(k) match, sabbatical after five years, $500 wellness stipend, fun company events, employee-led communities, peer-nominated Toasty Awards and most importantly, an environment where you can truly be yourself. If you want to get the inside scoop on what it's really like to work here, check out our instagram @lifeattoast and follow the hashtag #WeAreToasters.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Eligible employees get a summer of paid sabbatical after their first 5 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table.
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Apply now
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