Xero
CX Workforce Management Manager - Melio
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)
Employer listed it 6 weeks ago · Added yesterday
Been open since 6 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Hybrid · UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)
Timezone
GMT
Contract
Full-time
Experience
Senior
Category
Marketing
This employer didn't state pay. Jobs like this usually pay around $125k–$185k a year, a typical range taken from 229 senior-level marketing roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around UK: Manchester (Landmark, St Peter's Square, 1 Oxford St), Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "UK: Manchester (Landmark, St Peter's Square, 1 Oxford St), Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
- ·Critical competencies
- ·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.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Xero, mentioning your remote working experience and working hours (GMT).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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Free to apply, no account needed.
Typically $125k to $185k per year · You'll be taken to the employer's careers page.