Service Delivery Lead (Intraday)

Xero; Milton Keynes; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Service Delivery Lead to enhance customer experience through effective workforce management. In this pivotal role, you'll lead a team of Workforce Analysts, ensuring real-time operational excellence and strategic resource planning. Your analytical skills will drive improvements in service delivery metrics, while your leadership will foster team growth and development. With a strong emphasis on collaboration, you'll work closely with senior leadership to align on objectives and deliver exceptional service. Join a company that values employee well-being and offers generous benefits, making it a great place to thrive professionally and personally.

Benefits

Generous paid leave

Employee Assistance Program

Private medical insurance

Gym passes

Employee Share Plan

Flexible working

26 weeks of paid parental leave

Qualifications

• 3+ years of experience in Intraday leadership within a contact centre.
• Strong analytical skills and ability to interpret metrics for decision-making.

Responsibilities

• Lead real-time management to improve efficiency across CX resourcing.
• Collaborate with leadership to maintain response time targets and SLAs.

Skills

Intraday leadership experience

Analytical skills

Coaching and mentoring

Team collaboration

Data-driven mindset

Tools

WFM tools/systems

Real-time performance monitoring dashboards

Job description

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'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.

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.