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
What you’ll do
Intraday
Planning
What you’ll bring
Additional Information
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.
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