Workforce Planning Analyst
5 days ago
Xero is a leading cloud-based accounting software provider that aims to help small businesses succeed. Our mission is to make accounting easy and accessible for everyone.
About the Role
We are seeking an experienced Workforce Analyst to join our Customer Experience (CX) Team. The successful candidate will be responsible for supporting the execution of our service delivery model, ensuring that we have the right people, in the right place, at the right time.
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
Benefits
Xero offers a range of benefits, including generous paid leave, flexible working arrangements, career development opportunities, and a comprehensive benefits package.
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