How you'll spend your time at Tovala

Data Analysis & Reporting

• Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

• Maintain and distribute KPI reporting (service levels, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard

• Conduct monthly meal audits for accuracy and policy compliance

• Monitor and report on fraud-related tickets, flagging patterns and escalating as needed

• Translate data into clear recommendations for senior leadership

Forecasting & Scheduling

• Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels

• Build and publish weekly schedules balancing service levels, budget, and employee experience

• Process schedule adjustments and PTO requests; track shrinkage to improve forecast accuracy

• Schedule offline activities (training, coaching, internal meetings, project work)

• Oversee intraday management: real-time monitoring, re-forecasting, staffing adjustments

Queue Monitoring & Workload Balancing

• Track utilization, occupancy, and overtime to catch bottlenecks early

• Maintain visibility into in-flight work across queues/channels and redistribute as needed

• Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing

Support Escalations

• Serve as an escalation point for customer support troubleshooting issues, helping resolve or route complex cases

• Identify recurring escalation themes and feed insights back into forecasting, staffing, and training plans

Systems Support (Zendesk & Assembled)

• Support Zendesk administration (workflows, routing, queues, automations, reporting)

• Operate and maintain Assembled for scheduling, adherence, and intraday management

• Surface automation and efficiency opportunities to leadership

• Support additional tools as needed (e.g., Intercom, Medallia Agent Connect)

Continuous Improvement

• Drive improvements in WFM practices, forecasting accuracy, and reporting

• Collaborate with Operations, Hardware, Software, and Marketing to align workforce strategy with business priorities

• Support special projects tied to growth, new channels, or operational change

About you

You constructively provide solutions via written communication that display empathy & active listening to customer issues
You love to listen to customer problems and don’t quit until you’ve found the best solution.
You’re passionate about handling complex issues.
You get excited in challenging situations, finding new ways to solve problems
You believe that the team is your best asset for being your best each day
Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience
You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting
You love the excitement and challenge of working for a startup
You are available to work extended business hours and weekend shifts
Bonus: experience with Zendesk, Slack or similar support tools.