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- Tasks: Lead Intraday operations and manage a team of Workforce Analysts to optimise service delivery.
- Company: Xero helps businesses thrive by automating tasks and providing valuable insights.
- Benefits: Enjoy generous paid leave, private medical insurance, gym passes, and flexible working options.
- Why this job: Join a dynamic team focused on customer experience and make a real impact in the business world.
- Qualifications: 3+ years in Intraday leadership, strong analytical skills, and experience with WFM tools required.
- Other info: Be part of a supportive culture that values mental wellbeing and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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. In this combined delivery and people leadership role, you will look after Intraday operations and lead a small team of Workforce Analysts.
You will 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.
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, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Service Delivery Lead (Intraday) employer: Xero
Contact Detail:
Xero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Lead (Intraday)
✨Tip Number 1
Familiarise yourself with Xero's core values and mission. Understanding how they aim to supercharge businesses will help you align your responses during interviews, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Network with current or former employees of Xero, especially those in the Customer Experience team. They can provide insights into the company culture and expectations for the Service Delivery Lead role, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed Intraday operations in previous roles. Highlighting your analytical skills and ability to make data-driven decisions will demonstrate your fit for the position.
✨Tip Number 4
Stay updated on industry trends related to workforce management and customer experience. Being knowledgeable about the latest tools and strategies will not only impress during interviews but also show your commitment to continuous improvement.
We think you need these skills to ace Service Delivery Lead (Intraday)
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Service Delivery Lead position at Xero. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in Intraday leadership and workforce management. Use specific examples that demonstrate your analytical skills and ability to interpret metrics, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your understanding of Xero's mission. Mention your leadership style and how you plan to support the development of your team while achieving strategic objectives.
Highlight Relevant Tools Experience: If you have experience with Workforce Management (WFM) tools or real-time performance monitoring dashboards, make sure to mention this in your application. This will demonstrate your readiness for the technical aspects of the role.
How to prepare for a job interview at Xero
✨Understand the Role
Make sure you have a clear understanding of the Service Delivery Lead position and its responsibilities. Familiarise yourself with Intraday management, capacity planning, and how these elements contribute to customer experience at Xero.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with interpreting metrics and trends. Be ready to provide examples of how you've used data to inform resourcing decisions and operational adjustments in previous roles.
✨Demonstrate Leadership Experience
Highlight your leadership skills by sharing specific instances where you've coached or mentored team members. Discuss how you’ve led teams to achieve strategic objectives and improved service delivery metrics.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time situations. Think about past experiences where you had to implement contingency plans or adapt to unexpected changes in demand, and be ready to share those stories.
