Workforce Optimization Specialist

3 days ago


Auckland, Auckland, New Zealand Xero Full time

About Us

Xero is a cloud-based accounting software company that helps small businesses succeed. Our purpose is to make life better for small business and build a stronger economy.

The Role

As a Workforce Analyst, you will be responsible for supporting the Workforce Team in executing our service delivery model. You will work closely with CX Managers and Regional Leaders to manage customer demand and resource requirements.

Your Key Responsibilities

  • Support intraday delivery and tracking trends in customer demand
  • Identify service level improvement opportunities and implement continuous improvement initiatives
  • Assist in maintaining a global forecasting method and take into account unique support requirements
  • Work collaboratively with teams and leaders to drive improvements and ensure we have the correct resource requirements in place

Requirements

  • 1-2 years Workforce Analysis or Intraday delivery experience in contact centre/customer support environment or similar
  • Forecast and demand management experience using Workforce Management software
  • Strong interpersonal, verbal and written skills
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self-manage

Benefits

  • Diverse and inclusive environment
  • Opportunities for personal development and innovation
  • Flexible working and career development
  • Employee Share Plan and many other benefits


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