Service Delivery Lead (Intraday)

The Service Delivery Lead at Xero is responsible for leading the Intraday operations and ensuring optimal resource management within the Customer Experience (CX) team. This includes developing response strategies to enhance operational efficiency, maintaining service delivery metrics, collaborating with CX Senior Leadership on performance targets, and mentoring Workforce Analysts to achieve their developmental goals.

To be considered for the Service Delivery Lead role at Xero, candidates should possess a minimum of 3 years of leadership experience in a contact center environment, along with strong analytical skills and experience with workforce management tools. A data-driven mindset and the ability to interpret performance metrics are crucial for making informed resourcing decisions.

At Xero, we firmly believe in nurturing our employees' growth. The Service Delivery Lead will have the opportunity to lead and mentor a team of Workforce Analysts, helping them grow professionally. Additionally, the flexible working environment and commitment to employee well-being reflect Xero’s dedication to fostering career development while ensuring a balanced work-life experience.

Success in the Service Delivery Lead role at Xero hinges on a combination of strong leadership abilities, analytical thinking, and a collaborative spirit. Effective communication and relationship-building skills are vital, as well as a proactive, adaptable approach to tackling challenges in real-time operations within the CX team.

As a Service Delivery Lead at Xero, you'll enjoy a wide range of benefits including generous paid leave, dedicated mental health support, private medical insurance, gym passes, and a fantastic Employee Share Plan. Xero is committed to ensuring that you feel valued and supported as you contribute to our mission.

To improve real-time Intraday management, I would start by analyzing current performance metrics and trends to identify gaps. Implementing a dynamic resource allocation strategy to adjust staffing based on demand fluctuations while maintaining regular communication with the CX team would also be crucial.

I believe in creating a supportive environment where team members feel valued. My approach involves regular one-on-one check-ins to provide feedback, setting clear expectations, and celebrating their successes to foster growth. Tailoring my coaching style to each individual’s needs is also essential.

Yes, in my previous role, we faced a significant drop in service levels due to a sudden increase in demand. I analyzed the metrics, identified staffing shortfalls, and quickly collaborated with management to implement an emergency staffing schedule, which restored service levels within 24 hours.

I prioritize metrics such as response times, service level attainment, occupancy rates, and customer satisfaction scores. These indicators provide a comprehensive view of our operational effectiveness and highlight areas for improvement.

In the face of unexpected changes in customer demand, I believe in having a solid contingency plan in place. This includes maintaining a flexible staffing model and ensuring that all team members are trained to adapt quickly to shifting priorities and customer needs.

I have extensive experience using various workforce management tools, which I use to monitor real-time performance levels, manage shift scheduling, and analyze historical data trends. This enables me to make informed staffing decisions that align with customer demand.

Fostering collaboration involves establishing open lines of communication and regular planning meetings. I would encourage joint goal-setting sessions with CX Managers to ensure alignment on service delivery objectives and create a unified approach to addressing challenges.

My leadership style is built on accessibility, empowerment, and collaboration. I aim to create a team culture that encourages innovation and allows everyone to contribute ideas, ensuring they feel motivated and supported in our shared objectives.

The biggest challenges can include managing fluctuating workloads, ensuring employee engagement, and meeting service-level agreements consistently. Addressing these challenges requires proactive planning, effective communication, and flexibility within the team.

I would measure success through a combination of key performance indicators such as improved response times, enhanced customer satisfaction scores, and achieving predetermined service level agreements. Continuous feedback from team members and stakeholders would also be essential in assessing effectiveness.