What you'll do
- Lead the Real-Time Intraday management to deliver response strategies to improve efficiency across CX resourcing, queues, and our 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 optimises 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 optimise 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.
What you'll bring with you
- 3+ years of Intraday leadership experience in a contact centre environment
- Strong experience interpreting metrics and trends to inform resourcing decisions and operational adjustments
- Strong analytical skills and data-driven mindset
- Coaching and mentoring skills
- Experience using WFM tools/systems and real-time performance monitoring dashboards
- Adaptable attitude and experience working in a dynamic environment
- Team player with strong relationship building and collaboration skills.
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What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
