Toast is hiring a Workforce Management Scheduling Analyst Lead

Toast develops innovative technology empowering restaurants and local businesses to excel in the digital landscape, supporting business owners in operational enhancement, sales growth, customer engagement, and employee satisfaction. Eager to drive transformative change? The Workforce Management Scheduling Analyst Lead (Workforce Management Analyst II) functions as an "Operational Efficiency Architect", serving as the primary strategist for scheduling, a collaborative partner across departments, and a catalyst for continuous process improvement. This role demands a strategic and analytical approach, comprehending service level agreements (SLAs) and efficiency benchmarks, and translating these objectives into optimized schedules ensuring seamless operational execution. Success in this position requires analytical prowess, problem-solving skills, effective communication, and exceptional ability to navigate complex, ambiguous scenarios. The position operates within a highly interconnected environment, managing a specific support business line while simultaneously supporting overarching goals of meeting service agreements and driving operational effectiveness for clients. Team Collaboration and Responsibilities: The team collaborates extensively with Operations Leaders, Talent, and Training to ensure smooth execution and meet customer service level agreements. As the Workforce Management Scheduling Analyst Lead, you'll own scheduling strategy, stakeholder engagement, and continuous improvement for designated business lines. Key Responsibilities: - Primary scheduling contact for a specific support line - Full ownership of SLA and efficiency outcomes - Design and manage comprehensive shift bid processes - Ensure scheduling policy compliance - Strategic partnership with Operations for workforce planning - Collaborate with Forecasting to enhance projection accuracy - Central liaison with Recruiting for optimized hiring schedules - Administer workforce management tools - Drive continuous improvement through schedule optimization - Implement advanced workforce management methodologies Candidate Requirements: - 3-5+ years workforce management scheduling experience - Superior verbal and written communication skills - Proficiency in workforce management technologies - Strong understanding of contact center operations - Advanced data manipulation capabilities - Multi-site scheduling expertise - Robust problem-solving skills - Adaptability in dynamic environments - Independent and collaborative work approach Preferred Additional Skills: - Advanced database capabilities - Data modeling experience - Salesforce data extraction knowledge - Leadership presentation design skills AI Integration Philosophy: Toast values continuous learning and technological advancement. The organization believes AI tools enable faster, more independent, and higher-quality customer solutions. Successful team members embrace technological changes that enhance customer service. Compensation Philosophy: Toast offers competitive compensation packages designed to attract, retain, and motivate top industry talent. Total rewards extend beyond financial compensation, providing comprehensive lifestyle support and flexibility. Pay Range: $65,000—$104,000 USD Diversity and Inclusion Commitment: Toast celebrates industry diversity, embedding principles of authenticity, inclusivity, respect, and humility. The organization creates equitable opportunities and elevates workplace experiences. Hybrid Work Model: Balancing in-person collaboration with individual needs, Toast fosters a connected global workplace culture. Accessibility Commitment: Toast ensures an inclusive hiring process, providing reasonable accommodations for candidates with disabilities. Legal Disclaimer: Massachusetts employment regulations prohibit mandatory lie detector tests as employment conditions.