Workforce Operations Specialist
7 days ago
Xero is a technology company dedicated to helping small businesses succeed. Our innovative software solutions enable businesses to automate routine tasks, surface actionable insights, and connect with the right data, advisors, and apps. At Xero, we strive to provide beautiful experiences for our customers, making it easy for them to see how our solutions add value to their business.
Job Description
We are seeking a skilled Workforce Analyst to join our Customer Experience (CX) team. As a Workforce Analyst, you will be responsible for supporting the CX Team and wider leadership with the execution of our service delivery model. Your primary focus will be on ensuring that we have the right people in place to deliver exceptional customer experiences.
Key Responsibilities
• Support intraday delivery by making decisions on resource allocation and communicating these to CX leaders
• Coordinate teams and People Leaders on daily plans to ensure overall coverage on queues is appropriate
• Identify and analyze trends in customer queries, working with other teams to drive improvements and offer recommendations on potential solutions
• Collaborate with Workforce Analysts, CX Managers, and People Leaders to address changes or opportunities and communicate impacts to stakeholders
• Take a proactive approach to understanding customer demand vs capacity and raise concerns where SLAs may be at risk across multiple workstreams
Planning
• Assist in maintaining a global forecasting method, taking into account unique support requirements at global, regional, and functional levels
• Work collaboratively with CX Managers and Regional Leaders to manage customer demand inline with resource requirements
• Identify workstream and case data trends, working with teams and leaders to drive improvements and ensure correct resource requirements are in place
• Take a proactive approach to understanding customer demand vs capacity analysis and raise concerns where SLAs may be at risk and implement continuous improvement initiatives to ensure planning optimization
Requirements
To be successful in this role, you will need:
• 1-2 years' experience in workforce analysis or intraday delivery in a contact centre/customer support environment or similar
• Forecasting and demand management experience in a contact centre environment using workforce management software
• Salesforce or similar experience is beneficial
• Strong interpersonal, verbal, and written skills
• Diligence and commitment to following through and resolving problems
• Initiative and ability to self-manage, along with flexibility
• Ability to work efficiently within agreed timeframes
• Ability to build effective relationships
• A proven team player who proactively helps other team members
• Excellent verbal and written communication skills
Benefits
At Xero, we offer a diverse and inclusive environment, where personal development, innovation, and change are celebrated. We value our employees and want them to enjoy and take pride in their work. Some benefits include: paid leave, medical insurance, wellbeing programs, employee resource groups, parental leave, and an Employee Share Plan.
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