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Service Delivery Coordinator

1 week ago

Auckland, Auckland, New Zealand Xero Full time
About Xero
Xero is a global company that provides cloud-based accounting and financial management software for small businesses. Our platform helps businesses streamline their finances, simplify their operations, and achieve their goals.

About the Role
This position is part of our Customer Experience (CX) Team, which is responsible for delivering exceptional service to our customers. As a Workforce Analyst, you will play a critical role in ensuring that we have the right people, in the right place, at the right time to meet customer needs.

Key Responsibilities
- Analyze customer demand and capacity trends to identify opportunities for improvement
- Develop and implement plans to improve service levels and meet customer needs
- Collaborate with CX Managers and Regional Leaders to manage customer demand and ensure resource requirements are met
- Identify areas for continuous improvement and implement changes to optimize planning processes

Requirements
- 1-2 years of experience in Workforce Analysis or Intraday delivery in a contact centre/customer support environment or similar
- Forecast and demand management experience using Workforce Management software
- Salesforce experience is beneficial
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a team environment

What You'll Bring
- A passion for delivering exceptional customer experiences
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a team environment
- Flexibility and adaptability in a fast-paced environment

Why Join Xero?
Xero is a company that values diversity, inclusivity, and collaboration. We believe in empowering our employees to take ownership of their work, develop their skills, and contribute to our success.