AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Premium Employer
i
This company page is being actively managed by
Toast Team. If you also belong to the team, you
can get access from
here
Toast
Compare
All Filters
41 Toast Jobs
Real Time Analyst
Toast
posted 3hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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 action
- Develop 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 forecasts
- Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes
- Devise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflows
- Partner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communication
- Effectively communicate with BPO partners to address performance and operational opportunities
Do you have the right ingredients*
- Highly motivated, works effectively both independently and as part of a team
- Experience with Excel/Google Sheets
- Advanced critical thinking skills
- Data-driven communication skills, tailored to a varied audience
- Bread puns encouraged but not required
Special Sauce(Nonessential Skills/Nice to Haves)
- Workforce Planning Software experience (ie NICE, Aspect, etc)
- Hands-on Real-Time Management experience, knowledge of associated Best-Practices
- Experience with forecasting/staffing models
- Salesforce, Intercom and/or Five9 experience
- Python R, BigQuery, Data Studio Looker Experience
- Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources
Important Notes*
- This position will have to work some company holidays
- Shifts will follow Eastern Time (U.S.), so working hours will change with Daylight savings
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Real Time Analyst roles with real interview advice
What people at Toast are saying
What Toast employees are saying about work life
based on 29 employees
Flexible timing
Monday to Friday
No travel
Night Shift
Compare Toast with
Swiggy
Compare
Zomato
Compare
Cafe Coffee Day
Compare
Barbeque Nation
Compare
Faasos Food Services
Compare
InnerChef
Compare
Box8
Compare
Chaayos
Compare
Wow Momo Foods
Compare
Prime Focus Technologies
Compare
MapmyIndia
Compare
Yodlee
Compare
Global Edge Software
Compare
Bravura Solutions
Compare
Paramatrix Technologies
Compare
RGBSI
Compare
TEOCO Software
Compare
Upland Software
Compare
Calix
Compare
3Pillar Global
Compare
Similar Jobs for you
Share an Interview