CX Workforce Management Manager - Melio

Xero
Manchester
Workplace: HybridFull timeFunction: Business OperationsExperience: 7+ yearsSkills: ["Data-driven decision making","People empowerment","Cross-functional influence","Agility","Mentoring"]

Lead Melio’s global CX Workforce Management function, owning end-to-end forecasting, long-term capacity planning, scheduling optimization, and real-time operational management. Partner with Operations, Finance, and People to balance SLA/CSAT performance with efficiency and agent well-being. Build executive WFM dashboards, improve automation and analytics, and manage a team of WFM Analysts and Real-Time Coordinators while selecting and optimizing enterprise WFM platforms and integrations.

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FursaFursa
Xero
Xero
14 hours ago

CX Workforce Management Manager - Melio

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead Melio’s global CX Workforce Management function, owning end-to-end forecasting, long-term capacity planning, scheduling optimization, and real-time operational management. Partner with Operations, Finance, and People to balance SLA/CSAT performance with efficiency and agent well-being. Build executive WFM dashboards, improve automation and analytics, and manage a team of WFM Analysts and Real-Time Coordinators while selecting and optimizing enterprise WFM platforms and integrations.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end CX workforce management, including multi-channel forecasting, long-term capacity models, and scenario risk analysis.
  • •Oversee scheduling and real-time execution, optimizing coverage for interval-level demand and ensuring adherence to SLAs.
  • •Establish processes for PTO management, training allocation, dynamic offline time, and overtime deployment.
  • •Design and deliver executive-level WFM dashboards and use advanced analytics to identify bottlenecks and automation opportunities.
  • •Directly manage, mentor, and develop WFM Analysts, Data Analysts, and Real-Time Coordinators; set KPIs and operational standards.

Key Requirements

  • •7+ years of Workforce Management experience in a high-volume omni-channel CX/contact center environment.
  • •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).
  • •Proficiency with CRM/CCaaS tools (e.g., Zendesk, Salesforce, Talkdesk).
  • •Bachelor’s degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred.
Experience:7+ years
Education:
Skills:Data-driven decision makingPeople empowermentCross-functional influenceAgilityMentoring
Tech Stack:Nice CXoneVerintAssembledZendeskSalesforceTalkdeskAI/bot handoffsCCaaS

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn