Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
Bready* to make a change?
The Workforce Management Scheduling Analyst Lead (Workforce Management Analyst II) is Toast’s way of saying an “Architect of Operational Efficiency”, you serve as the primary owner of the scheduling strategy, a trusted partner to cross-functional teams, and drive the continuous improvement of our workforce management processes. You are a strategic and analytical leader, understand our service level agreements (SLAs) and efficiency targets, and translate these goals into optimized schedules that ensure seamless execution. To thrive as a Workforce Management Scheduling Analyst Lead (Workforce Management Analyst II) at Toast, you are analytical, a problem-solver, an effective communicator, and excel in navigating ambiguous situations.
The role operates in a highly cross-functional environment responsible for a designated support line of business. As a lead in scheduling and analyzing complex data, you wear many different hats at once and support one overarching goal to meet our service level agreements and drive operational efficiency for our customers.
The team collaborates effectively with Operations Leaders, Talent, and Training to drive seamless execution and meet our service level agreements with Toast customers. As the Workforce Management Scheduling Analyst Lead (Workforce Management Analyst II), you will be the primary owner of the scheduling strategy, stakeholder collaboration, and continuous improvement for your line(s) of business.
- Serve as the primary scheduling point of contact (POC) for a designated support line of business.
- Take full ownership of SLA & Efficiency outputs, developing the schedule strategy required to meet these goals.
- Design and manage the end-to-end shift bid process, including the creation and management of the shift bid calendar and cycles.
- Ensure internal policy compliance across all scheduling activities.
- Partner strategically with Operations to communicate upcoming shift movements (new hires, bids), identify forward-looking risks or capacity opportunities, and drive the activation and tracking of staffing levers.
- Collaborate closely with Forecasting to identify recurring misses in projections, improving the feedback loop and forecast accuracy.
- Act as the central owner for partnering with Recruiting to provide optimized new hire schedules.
- Administer the NICE WFM tool, actively leveraging tool reporting and functionality to improve process efficiencies and provide optimization opportunities to stakeholders.
- Drive continuous improvement by monitoring and enhancing schedule accuracy and alignment through improved daily/weekly rigor.
- Implement process improvements by leveraging automation, self-scheduling, and other advanced WFM methodologies.
We are seeking a strategic, analytical, and collaborative leader dedicated to improving the customer experience and operational efficiency through optimized workforce scheduling.
- 3–5+ years in WFM Scheduling, including experience with people management or a senior team lead capacity.
- Excellent verbal and written communication skills, with a high comfort level in leading engagement with cross-functional partners and senior managers.
- Proficient in WFM tools (e.g., Verint, NICE IEX, Genesys WFM, or similar).
- Strong, practical understanding of contact center operations and key performance indicators (KPIs).
- Excellent Excel, Google Sheets, or similar data manipulation skills.
- Demonstrated experience with multi-site and/or multi-channel workforce scheduling.
- Strong problem-solving skills, utilizing data evidence to understand obstacles and present recommendations for improvement.
- Proven ability to perform in a fast-paced environment and versed in navigating ambiguous situations.
- Self-starter and comfortable working independently and as part of a team.
- Advanced database skills (SQL)
- Experience with data models
- Salesforce Data Extraction Experience
- Experience in crafting leadership presentations using data comprehensible visualizations (graphs, tables, infographics)
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
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.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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