Resource Planning Expert

5 days ago


Auckland, Auckland, New Zealand Xero Full time

Job Summary

Xero is seeking a Workforce Analyst to join our Customer Experience (CX) team. As a Workforce Analyst, you will play a key role in supporting the execution of our service delivery model.

About the CX Team

The CX Team is made up of CX Specialists based in NZ, AU, US, and UK. We work together to provide 24/7 support to Xero users and aim to provide beautiful experiences for our customers.

Your Key Accountabilities

  • To support intraday delivery and tracking trends in customer demand
  • To assist in maintaining a global forecasting method and take into account unique support requirements
  • To 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

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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