CX Workforce Management Manager - Melio @Xero

OUR PURPOSE

At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio.

HOW YOU’LL MAKE AN IMPACT

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.

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. 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.

WHAT YOU’LL DO

Strategic Forecasting & Capacity Planning

- 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.

Scheduling & Real-Time Execution

- 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.

Analytics, Insights & Continuous Improvement

- 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.

People Management & Team Leadership

- 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 LOOKS LIKE

- 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.

WHAT YOU’LL BRING WITH YOU

Critical competencies

Experience

- 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.