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Service Delivery and Optimization Lead

3 weeks ago

Auckland, Auckland, New Zealand Xero Full time

Xero Culture

Xero values innovation, teamwork, and customer satisfaction, and we're looking for a talented Service Delivery Lead to join our CX Workforce team.

In this combined delivery and people leadership role, you'll oversee operations and ensure the right CX Team members are in place to provide the best support to Xero users.

You'll be responsible for developing and implementing real-time Intraday management strategies to improve efficiency across CX resourcing, queues, and service delivery metrics, collaborating closely with CX Senior Leadership to deliver and maintain Response Time Targets/SLAs and in-region requirements.

Main Accountabilities
  • Lead real-time Intraday management to deliver response strategies that improve efficiency across CX resourcing, queues, and service delivery metrics
  • Collaborate with CX Senior Leadership to deliver and maintain Response Time Targets/SLAs and in-region requirements
  • Collaborate with CX Managers on Intraday accuracy, reviewing trends and implementing improvement opportunities
  • Lead a team of Workforce Analysts to support their development, growth, and delivery against strategic objectives and key results
  • Implement and sustain a comprehensive Real-time Intraday Framework that continuously optimizes process, consistency, operational efficiency, and CX OKRs
  • Make resourcing decisions to pivot focus across different workloads, balancing Inbound, outbound, and other service channels against capacity and demand fluctuations
  • Implement dynamic operational solutions to optimize specialist and senior resourcing and improve the Workforce Team's stakeholder offering
  • Lead and execute contingency plans across absenteeism, shrinkage, and unexpected surges or decline in customer demand
Requirements
  • 3+ years of Intraday Leadership experience in a contact center environment
  • Extensive experience interpreting metrics and trends to inform resourcing decisions and operational adjustments
  • Caching and mentoring skills
  • Experience using WFM tools/systems and real-time performance monitoring dashboards
  • Team player with strong relationship building and collaboration skills
  • Strong analytical skills and data-driven mindset
  • Adaptable attitude and experience working in a dynamic environment