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Workforce Analyst

Employer
Xero
Location
Hawke's Bay Hawkes Bay, Hawke's Bay North Island, New Zealand
Salary
Competitive Salary
Closing date
Oct 22, 2022

View more

Job Role
Other
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

What are we looking for?

Xero's Customer Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.

How you'll make an impact

As a Workforce Analyst you'll take ownership for ensuring the right case is completed by the right person at the right time. To do this you'll be responsible for tracking trends in customer demand,identifying times and days where service levels are not being met, forecasting demand and working with the Customer Operations and Customer Experience teams to flawlessly execute the service delivery plan.

We're a Customer support operation but not as you may know it. With world leading people engagement we strive to deliver best in class customer experiences AND create an empowered, creative and energetic work environment where people thrive.

This role will be based in Wellington,Auckland or Hawke's Bay

What you'll do:
  • Assist in building and maintaining a global forecasting method, taking into account unique support requirements with a specific focus on in-region data.
  • Work collaboratively with CX leaders as the regional point of contact to manage customer demand and staffing requirements.
  • Ensure urgent requests receive appropriate prioritization and prompt attention after case assignment.
  • Identify trends in customer queries/peak periods and work with other Customer Ops team members to drive improvements and other leaders to ensure we have the correct resource requirements in place.
  • Support user issue resolution and identify process inefficiencies within the Salesforce tool and/or across CX.

What you'll bring:
  • The ideal candidate will have excellent analytical ability, strong communication and customer service skills, diligence and commitment to following through and resolving problems and the ability to build effective relationships
  • Workforce Analysis/Real-Time Management in contact centre/customer support environment or similar
  • Forecast and demand management in contact centre environment or similar
  • Customer service experience is beneficial
  • Salesforce experience is beneficial
  • Initiative and ability to self-manage, along with flexibility
  • Ability to work efficiently within agreed timeframes

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.

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. 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.

Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.

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