Workforce Resource Planning & Insight Lead (HYBRID)

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Join our Global Operations Team as a Workforce Resource Planning & Insight Lead in Louisville, KY, to make a real impact everyday.  We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Director of Reporting and Analysis, you will help us support the development of resource planning, reporting and analysis across the newly formed global operation function.  Some of the other responsibilities include:

• Develop resource planning and short-term forecasting for Xplor in US/AUS/NZ including the design and build of processes, systems and models.
• Develop a management information reporting framework
• Deliver reports and insights that drive the appropriate action to move the business forward.
• Identify trends and detail areas for potential improvement, providing greater efficiencies and cost saving to the business.
• Work proactively with revenue owners to improve the quality, consistency and transparency of financial information and forecasts, thus ensuring the Global Operations business is right sized.
• Lead, support and contribute to daily, weekly, and monthly service and headcount planning meetings ensuring that p planning decisions and actions are based on accurate planning data and sound operational and customer experience criteria.
• Undertake the analysis of operational performance data and management information identifying the causes of below standard service performance and support the implementation and delivery of appropriate remedial measures.
• Contribute expert input to the decision making processes, pro-actively identifying potential threats to customer experience and service performance and suggesting suitable mitigating actions.

- The average base salary pay range for this position is $75,000 to $90,000

- May be considered for a discretionary annual bonus

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Preferred qualifications for this role:

• Qualification by Industry Body (SWPP / The Forum)
• Working knowledge of Teleopti/Calabrio/Genesys and AWS Connect
• Advanced level knowledge - Business Intelligence/reporting tools Iing Microsoft SQL, SRSS, Power BI, Tableau/AWS Quicksight
• 5+ years working In Analysis/Reporting/Workforce Planning Team

Additional Information

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Values and Life at Xplor 

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities.

 If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are: 

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunt