Intraday Resource Coordinator

7 days ago


Wellington, Wellington, New Zealand Roman Health Pharmacy LLC Full time
As a Workforce Analyst at Xero, you will play a critical role in ensuring that our CX team is equipped to deliver exceptional customer experiences. This includes supporting intraday delivery, identifying and analyzing trends in customer queries, and collaborating with other teams to drive improvements. If you have experience in workforce analysis or intraday delivery in a contact centre/customer support environment, and possess strong interpersonal, verbal, and written skills, then this could be the perfect opportunity for you to join our CX team.

The Role
This role involves supporting the CX Team and wider leadership with the execution of our service delivery model. You will make decisions on resource allocation, coordinate teams and People Leaders on daily plans, identify and analyze trends in customer queries, and collaborate with other teams to drive improvements. Additionally, you will assist in maintaining a global forecasting method, take a proactive approach to understanding customer demand vs capacity, and raise concerns where SLAs may be at risk.

Benefits Package
Xero offers a comprehensive benefits package, including paid leave, medical insurance, wellbeing programs, employee resource groups, parental leave, and an Employee Share Plan. We believe in taking care of our employees and providing them with the support they need to thrive both personally and professionally. Whether you're looking for a challenging and rewarding role, or simply a supportive and inclusive work environment, Xero has something to offer.

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