Service Delivery Lead (Intraday) Auckland, NZ / Wellington, NZ Customer Customer Experience / Permanent / Hybrid Apply for this job Our Purpose At Xero, were 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, were not only making life better for small business, well be building a stronger economy that can change the world.

Xeros 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 Teams 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 environmen.