Description:
This is a Workforce Analyst role with one of the leading companies in AU right now -- Xero -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.
More About the Role at Xero
**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. You’ll take ownership for ensuring CX has the right people, in the right place, at the right time. To do this you’ll 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** **How you make Impact** **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 drive improvements, 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 SLA’s 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 SLA’s may be at risk and implement continuous improvement initiatives to ensure planning optimisation ### **What you’ll 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
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