Workforce Management Forecasting Analyst

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 bring forecast trends to life. In this role, you will be a driving force behind analytical projects focused on projecting the  customer experience and Toast’s ability to respond to customer inquiry.  In this influential role you will interact with business leaders, collaborating with our business systems and data teams by utilizing your technical expertise and business insights. You will work closely with our Customer Care, Finance, and Scheduling team to automate data collection, analyze customer contact trends, and create data visualizations. 

About this roll*:

• Maintain and refine frameworks and existing processes for forecasting call-center metrics such as occupancy, service level, utilization, etc. Inform operations team / enablement / other key stakeholders of performance indicators for upcoming weeks.
• Conduct regular post mortem identifying and comparing key drivers of deviation (contact, handle time, adherence, etc.) between actual and projected performance. Understand reasons for variance and drive changes to enhance forecast accuracy and effectiveness.
• Monitor contact dashboards to assess / prove output of performance outlooks.  Assimilate observations to verify efficacy of prediction tools or refine / amend if needed.  
• Utilize analytical prowess to tie retrospective results with prospective input / assumptions, and adjust scheduling / staffing guidance accordingly.
• Track and monitor casework volume. Analyze short-term / long-term trends for predicting backlog and expected movements.
• Devise and document processes for compilation of contact forecasting methodologies including preparation of weekly, daily, and intraday forecasts, historical week over week volume patterns, and forward-looking evaluation.
• Effectively communicate performance projections and resource guidance to internal and external (BPO) partners. Inform them of key changes to forecasts and highlighting all deviations / events / one-offs that may impact staffing needed to handle upcoming demand.
• Own integration of agent profiling within Scheduling system (NICE) to ensure flow of scheduled production is accurately reflected in performance outlook design
• Drive agent staffing movements across channels (i.e., chat, phone, casework) to ensure optimal utilization of resources in conjunction with performance goals.
• Conduct regression analysis highlighting correlation of agent utility with customer outcome (i.e., service level, answer speed).  
• Partner with Scheduling and Staffing administrators ensuring fluid communication on expectations and potential vulnerability in the projections.  Understand use cases of forecasts and impact of changes to forecast to drive innovation and improvement
• Build a strong understanding of Toast customer contact drivers and agent workflow

Do you have the right ingredients*?

• A minimum of three year degree in any area, or any other related discipline
• Advanced quantitative skills with knowledge of predictive modeling technique (i.e., time series) and regression formulas
• Excel and Google Sheets super-user
• SQL, Data extraction capabilities
• Hands-on experience with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources
• 2-5 years of relevant work experience
• Highly motivated, with the ability to work effectively both independently and as part of a team. 

Working Timings: 2pm - 11pm IST  Hybrid: Twice a week from office

Special Sauce* (Nonessential Skills/Nice to Haves)

• Workforce Planning Experience
• Experience with financial models/budgeting
• Python R, BigQuery, Data Studio & Looker Experience
• Salesforce Data Extraction Experience

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