Real Time Administrator

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 drive daily management of work distribution and agent productivity as a member of our Real-Time Workforce Management team. In this role you’ll be working with operations teams and business leaders, utilizing your technical expertise and business insights to drive best-in-class Customer Experiences. You’ll lead corrective action in collaboration with business leaders to mitigate the impact of staffing, call volume, call abandonment, and agent behavior issues across different media channels.

About this roll* (Responsibilities) 

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*? (Requirements)

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

Work timings: 3:00am - 12:00pm IST
Work Mode: Hybrid (2-3 days in office)
Location: Bangalore

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