Operational Excellence Coordinator
5 days ago
About Xero
We're a cloud-based accounting software company helping small businesses manage their finances and operations. Our mission is to empower businesses to grow by providing them with intuitive tools and expert support.
Job Summary
As a Workforce Analyst, you will play a critical role in delivering exceptional customer experiences by optimizing intraday delivery, managing customer demand, and analyzing trends to drive process improvements.
Main Responsibilities
- Support the Workforce Team and CX leadership in executing our service delivery model.
- Make informed decisions on queue resourcing and communicate these to CX leaders.
- Help coordinate teams and People Leaders on daily plans, ensuring overall coverage on queues is appropriate.
- Identify trends in customer queries and work with other teams to drive improvements.
- Collaborate with Workforce Analysts, CX Managers, and People Leaders to address changes or opportunities.
What You'll Bring
- 1-2 years of experience in workforce analysis or intrayd delivery.
- Proficiency in Workforce Management software.
- Strong communication and problem-solving skills.
- Dedication to delivering high-quality results and exceptional customer experiences.
Why Join Xero
We offer a dynamic work environment with opportunities to develop new skills, flexible working arrangements, and comprehensive employee benefits that reflect our human values.
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