Forecasting Analyst

Boston, MA, US

Job Description / Skills Required

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 working with business leaders and collaborating with our business systems, enablement, and data teams by utilizing your technical expertise and business insights. You will work closely with our Customer Care, Finance, and Enablement to automate data collection, analyze customer contact trends, and create data visualizations. 

 

About this roll*:

  • Create and launch frameworks for contact / call arrival patterns at the intraweek and intraday level.  Develop tools / dashboards to track performance against expected patterns and accordingly adjust forecasts.
  • Track and monitor contact demand volume across all contact types, analyzing trends and testing predictive models to produce accurate forecasts for the short (1-2 week) and mid-term (4-8 weeks).  Understand reasons for variance and drive changes to enhance forecast accuracy and effectiveness.
  • 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 upcoming contact forecasts to internal and external (BPO) partners informing 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 forecasts within the Scheduling system (NICE) ensuring accuracy across all contact types.  Establish cadence for forecast revisions according to timelines for WFM partners (Scheduling, Real-Time).
  • Partner with Scheduling and Staffing Administrators to fluid lines of communication to be plugged into the heartbeat of volatility and potential vulnerability in the forecast.  Understand all use cases of contact forecasts and impact of changes to forecast to drive innovation and improvement
  • 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 workflow

Do you have the right ingredients*?

  • Advanced quantitative skills with knowledge of predictive modeling technique (i.e., time series) and regression formulas
  • Excel 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+ years of experience
  • Highly motivated, with the ability to work effectively both independently and as part of a teamBread puns encouraged but not required

Special Sauce* (Nonessential Skills/Nice to Haves)

  • Workforce Planning Experience
  • Experience with financial models/budgeting
  • Workforce Planning Software Experience (IE NICE, Aspect, etc)
  • Python R, BigQuery, Data Studio & Looker Experience
  • Salesforce Data Extraction Experience 

Our Spread* of Total Rewards:

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare
  • Bread puns are encouraged but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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]

For roles based in the United States: As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

#LI-LD1
#LI-REMOTE

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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].

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.