Workforce Analyst

Our Purpose

At Xero, weâre here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, weâre not only making life better for small business, weâll be building a stronger economy that can change the world.

About the Role:

As a Workforce Analyst you will be responsible for supporting the Workforce Team and wider Customer Experience (CX) leadership with the execution of our service delivery model.

About the Team

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

Youâll take ownership for ensuring CX has the right people, in the right place, at the right time. To do this youâll be responsible for supporting intraday delivery, tracking trends in customer demand, identifying service level improvement opportunities, demand forecasting, and the delivery of SLAs across strategic objectives.

This role will be based Melbourne

What youâll do:

Intraday

Make decisions on resourcing of the queues and communicate these appropriately to CX

leaders.

Help coordinate teams and People Leaders on plans for the day, taking responsibility to ensure overall coverage on queues is appropriate

Identify, gather and analyse trends in customer queries, working with other teams to driveimprovements, including offering recommendations on potential solutions

Working closely with other Workforce Analysts, CX Managers and People Leaders to address any changes or opportunities and communicate impacts to their teams/areas

Take a proactive approach to understanding customer demand vs capacity and raise any concerns where SLAâs may be at risk across multiple CX workstreams.

Ensure impact and actions required are communicated out appropriately to impacted stakeholders and take the necessary steps to resolve issues/impacts without being prompted

Planning

Assist in maintaining a global forecasting method, taking into account unique support requirements at global, regional and functional levels

Work collaboratively with CX Managers and Regional Leaders to manage customer demand inline with resource requirements

Identify workstream and case data trends, working with teams and leaders to drive improvements and other leaders to ensure we have the correct resource requirements in place

Take a proactive approach to understanding customer demand vs capacity analysis and raise any concerns where SLAâs may be at risk and implement continuous improvement initiatives to ensure planning optimisation

What youâll bring:

1-2 years Workforce Analysis or Intraday delivery in contact centre/customer support environment or similar

Forecast and demand management in a contact centre environment using Workforce Management software

Salesforce or experience is beneficial

Experience in a finance, accounting, or bookkeeping role is advantageous

Strong interpersonal, verbal and written skills

Diligence and commitment to following through and resolving problems

Initiative and ability to self-manage,along with flexibility

Ability to work efficiently within agreedtimeframes

Ability to build effective relationships

A proven team player who proactively helps other team members

Excellent verbal and written communication skills

Additional Information

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.

Why Xero?

Offering very generous paid leave to use however youâd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, youâll do the best work of your life at Xero.

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Workforce Analyst

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