CX Workforce Management Manager, Xero
Melio
Accounting software for small businesses
Job no longer available
Accounting software for small businesses
1001+ employees
Job no longer available
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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 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
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023-launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
Salary benchmarks
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