At a Glance
- Tasks: Lead and elevate global Customer Experience workforce strategy for small businesses.
- Company: Join Melio, a company dedicated to empowering small businesses with innovative payment solutions.
- Benefits: Competitive salary, career development, and a supportive work culture.
- Other info: Dynamic environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by transforming workforce management into a competitive advantage.
- Qualifications: 7+ years in Workforce Management with leadership experience; data-driven decision-making skills required.
The predicted salary is between 66150 - 80850 £ per year.
Our Purpose At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio.
How you’ll make an impact We are seeking a high-performing, analytical, and strategic CX Workforce Management (WFM) Manager to lead and elevate our global Customer Experience workforce strategy. In this critical leadership role, you will be responsible for end-to-end WFM functions; including long-term capacity planning, multi-channel volume forecasting, scheduling optimization, real-time management, and operational analytics across internal global teams.
The ideal candidate thrives in a fast-paced, data-driven environment, possessing deep expertise in omni-channel contact center metrics, modern WFM platforms, and predictive modeling. You will act as a strategic business partner to Operations, Finance, and People teams, ensuring we balance exceptional customer experience (SLAs/CSAT) with operational efficiency and agent well-being.
What you’ll do Strategic Forecasting & Capacity Planning Develop, maintain, and refine multi-channel forecasting models (voice, email, chat, messaging, and AI/bot handoffs) using historical data, product roadmaps, marketing campaigns, and seasonal trends. Build 12-to-18-month rolling long-term capacity models to guide hiring strategy, onboarding timelines, shrinkage allocations, and budget planning in partnership with Finance and Talent Acquisition. Conduct scenario modeling and risk analysis to evaluate business changes, product launches, or operational pivots.
Scheduling & Real-Time Execution Oversee the creation and optimization of agent schedules, ensuring optimal coverage against interval-level demand while honoring staff preferences, local labor laws, and shift flexibility. Lead Real-Time Analysts to manage intra-day performance, shrinkage, adherence, and queue dynamics, implementing dynamic tactical adjustments to safeguard SLAs. Establish robust processes for PTO management, training allocation, dynamic offline time, and overtime deployment.
Analytics, Insights & Continuous Improvement Design and deliver executive-level WFM dashboards tracking KPI variances (Forecast vs. Actuals, Occupancy, Adherence, Cost per Contact, SLA attainment). Leverage advanced analytics to identify operational bottlenecks, handle time anomalies, and automation opportunities, translating data into actionable operational recommendations. Own the selection, optimization, and continuous improvement of enterprise WFM technology platforms and integrations.
People Management & Team Leadership Directly manage, mentor, and develop a high-performing team of WFM Analysts, Data Analyst, and Real-Time Coordinators. Establish clear team KPIs, operational standards, and career development pathways within the Workforce Management function. Conduct regular 1:1s, performance evaluations, and skill-building sessions in forecasting methods, statistical analysis, and WFM tools. Foster a collaborative, growth-oriented culture that balances operational efficiency with employee engagement and well-being.
Success looks like Success in this role means transforming our workforce management into a competitive advantage by delivering high forecasting accuracy (±5% target variance) across all customer channels while optimizing agent occupancy and labor spend. Seamlessly unify internal and outsourced BPO operations through rigorous SLA governance, dynamic capacity models, and automated scheduling workflows. Ultimately, you will elevate the function by cultivating a high-performing WFM team, maintaining optimal service levels, and directly impacting both customer satisfaction (CSAT) and operational profitability.
What you’ll bring with you Critical competencies Experience Data-Driven Decision Making: Converts complex datasets into intuitive operational strategies. People Empowerment: Mentors and elevates WFM team members to build analytical capability and leadership. Cross-Functional Influence: Translates WFM technicalities into clear business impacts for FP&A and Executive leadership. Agility & Resilience: Thrives in high-growth, changing environments with rapidly shifting volume dynamics. 7+ years of dedicated Workforce Management experience in a high-volume omni-channel CX/Contact Center environment, with at least 3+ years in a senior manager or leadership role directly managing WFM teams. Advanced hands-on proficiency with enterprise WFM platforms (e.g., Nice CXone, Verint, Assembled) and CRM/CCaaS tools (Zendesk, Salesforce, Talkdesk). Bachelor’s degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred. Proven track record of hiring, developing, and retaining high-performing WFM and analytical talent.
CX Workforce Management Manager - Melio in Manchester employer: Xero
At Xero, we pride ourselves on being an exceptional employer that champions employee wellbeing and growth. Our remote Product Specialist role offers a unique opportunity to work at the forefront of AI innovation in accounting, all while enjoying generous benefits such as flexible working arrangements, extensive paid leave, and a supportive work culture that values diversity and inclusion. Join us to make a meaningful impact on small businesses and contribute to a stronger economy, all from the comfort of your own home.
StudySmarter Expert Advice🤫
We think this is how you could land CX Workforce Management Manager - Melio in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xero. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xero before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Workforce Management Manager - Melio in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xero:Your cover letter is your chance to shine! Tell us why you want to work at Xero specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xero!
How to prepare for a job interview at Xero
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
