Workforce Management Analyst Lead

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.

About this roll* (Responsibilities):

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.

Do you have the right ingredients* (Requirements)?

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.

Special Sauce* (Nonessential Skills/Nice to Haves)

• 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,