Workforce Analyst

Our Purpose

At Xero, we’re 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, we’re not only making life better for small business, we’ll 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.

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

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 you’d 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, you’ll do the best work of your life at Xero.