Staffing Solutions Specialist

4 days ago

Melbourne, Victoria, Australia Xero Full time

Xero is seeking a Staffing Solutions Specialist to join their growing team. As a Staffing Solutions Specialist, you will play a critical role in supporting the Workforce Team and wider CX leadership in executing their service delivery model.

About the Team:

The CX Team at Xero is a global team of CX Specialists based in NZ, AU, US, and UK, who work together to provide 24/7 support to Xero users. Their goal is to provide beautiful experiences for customers and make it easy for them to see how Xero adds value to their business.

Your key responsibilities will include:

  • Supporting intraday delivery by making decisions on resourcing queues and communicating these to CX leaders;
  • Helping to coordinate teams and People Leaders on plans for the day, taking responsibility for overall coverage on queues;
  • Identifying, gathering, and analyzing trends in customer queries, working with other teams to drive improvements;
  • Assisting in maintaining a global forecasting method, taking into account unique support requirements at global, regional, and functional levels;
  • Working collaboratively with CX Managers and Regional Leaders to manage customer demand inline with resource requirements.

**What you'll bring:**

  • 1-2 years Workforce Analysis or Intraday delivery experience in contact centre/customer support environment or similar;
  • Forecast and demand management 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 agreed timeframes;
  • 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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