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.
Top Skills
What the Team is Saying
What We Do
Xero is a global small business platform with 3.95 million subscribers which includes a core accounting solution, payroll, workforce management, expenses and projects. Xero also has an extensive ecosystem of connected apps and connections to banks and other financial institutions helping small businesses access a range of solutions from within Xero’s open platform to help them run their business and manage their finances.
Why Work With Us
Xero is not like most companies. When you join Xero, you become part of something beautiful —a global community of people who are passionate about making an impact on the world. It’s a place where you can truly be yourself and find success in a way that’s meaningful to you.
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Xero Teams
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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.
