Service Delivery Lead (Intraday)

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.

Xero’s Customer Experience (CX) team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

We have an exciting opportunity for a Service Delivery Lead to join our CX Workforce team, who are responsible for supporting the capacity planning, scheduling and Intraday functions of workforce management for the CX team across Australia and New Zealand.

In this combined delivery and people leadership role, you will look after Intraday operations and lead a small, distributed team of Workforce Analysts located in Australia and New Zealand.

You'll be responsible for providing proactive Intraday planning, real-time resource management, identifying and resolving service-level and delivery gaps, and collaborating closely with CX Managers to ensure the seamless execution of the service delivery plan.

This role is open to Auckland, Wellington and Melbourne.

What you'll do

• Lead the Real-Time Intraday management to deliver response strategies to improve efficiency across CX resourcing, queues, and our service delivery metrics
• Collaborate with CX Senior Leadership to deliver and maintain Response Time Targets/SLAs and in-region requirements
• Collaborate with CX Managers on Intraday accuracy, reviewing trends and implementing improvement opportunities
• Lead a team of Workforce Analysts to support their development, growth, and delivery against strategic objectives and key results
• Implement and sustain a comprehensive Real-time Intraday Framework that continuously optimises process, consistency, operational efficiency and CX OKRs
• Make resourcing decisions to pivot focus across different workloads, balancing Inbound, outbound and other service channels against capacity and demand fluctuations
• Implement dynamic operational solutions to optimise specialist and senior resourcing and improve the Workforce Team’s stakeholder offering
• Lead and execute contingency plans across absenteeism, shrinkage and unexpected surges or decline in customer demand.

What you'll bring with you

• 3+ years of Intraday leadership experience in a contact centre environment
• Strong experience interpreting metrics and trends to inform resourcing decisions and operational adjustments
• Strong analytical skills and data-driven mindset
• Coaching and mentoring skills
• Experience using WFM tools/systems and real-time performance monitoring dashboards
• Adaptable attitude and experience working in a dynamic environment
• Team player with strong relationship building and collaboration skills.

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.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. Our goal is to make sure you feel welcome and supported to do the best work of your life. 

At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.