Workforce Analyst

2 days ago

Wellington City, New Zealand Xero Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

**What are we looking for?**

Xero’s Customer Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.

**How you’ll make an impact**
- As a Workforce Analyst you’ll take ownership for ensuring the right case is completed by the right person at the right time. To do this you’ll be responsible for tracking trends in customer demand,identifying times and days where service levels are not being met, forecasting demand and working with the Customer Operations and Customer Experience teams to flawlessly execute the service delivery plan.

We’re a Customer support operation but not as you may know it. With world leading people engagement we strive to deliver best in class customer experiences AND create an empowered, creative and energetic work environment where people thrive.

**This role will be based in Wellington,Auckland or Hawke’s Bay**

**What you’ll do**:

- Assist in building and maintaining a global forecasting method, taking into account unique support requirements with a specific focus on in-region data.
- Work collaboratively with CX leaders as the regional point of contact to manage customer demand and staffing requirements.
- Ensure urgent requests receive appropriate prioritization and prompt attention after case assignment.
- Identify trends in customer queries/peak periods and work with other Customer Ops team members to drive improvements and other leaders to ensure we have the correct resource requirements in place.
- Support user issue resolution and identify process inefficiencies within the Salesforce tool and/or across CX.

**What you’ll bring**:

- Workforce Analysis/Real-Time Management in contact centre/customer support environment or similar
- Forecast and demand management in contact centre environment or similar
- Customer service experience is beneficial
- Salesforce experience is beneficial
- Initiative and ability to self-manage, along with flexibility
- Ability to work efficiently within agreed timeframes

**Why Xero?**

Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge, support and mentor you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.
- Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too._
- Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business._

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