Contact Centre Schedule Analyst

JobSpace; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

ANZ in Auckland is seeking a Schedule Analyst to join our Planning and Workforce team. You will develop and maintain efficient, customer-focused resource schedules to meet service levels and optimize performance.

You will use workforce planning insights and scheduling expertise to balance demand with capacity, collaborate with contact centre leaders, and drive continuous improvement through data analysis. Strong Excel skills and experience with Genesys Workforce Management are highly regarded; a

Qualifications

• A solid understanding of contact centre operations and workforce planning principles.
• Experience developing and implementing effective scheduling and planning solutions that support operational performance and customer outcomes.
• Strong analytical, numerical and problem-solving skills, with a high level of accuracy and attention to detail.
• The ability to communicate complex information clearly, building trust and influencing stakeholders at all levels.
• A proactive and adaptable approach, with the ability to manage competing priorities and work effectively in a fast-paced environment.
• Advanced Excel and reporting skills, along with experience across end-to-end scheduling functions.
• Experience with Genesys Workforce Management software will be highly regarded.

Responsibilities

• Designing, building and continuously optimizing workforce schedules that balance customer demand, service delivery and operational efficiency.
• Coordinating training, meetings, leave and other off-task activities to minimize disruption and maintain service levels.
• Partnering with Contact Centre leaders and enablement teams to support workforce planning and key business objectives.
• Collaborating with stakeholders to ensure schedules remain aligned to forecasted requirements and changing business needs.
• Analysing workforce data and scheduling trends to identify opportunities for continuous improvement.
• Building strong relationships across teams to deliver exceptional service and support to internal and external stakeholders.

Skills

Workforce planning

Scheduling

Analytical skills

Stakeholder management

Excel

Tools

Genesys Workforce Management

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

As a Schedule Analyst in our Planning and Workforce team, you will play a critical role in developing and maintaining efficient, customer-focused resource schedules. Your work will ensure we consistently meet customer needs while minimizing operational impacts and optimizing business performance. You'll take a proactive approach to planning a variety of workforce activities, using data and insights to enhance the customer experience and drive efficiency. Through detailed analysis and well-informed recommendations, you'll support both frontline leaders and senior leadership in achieving strategic goals and delivering exceptional service outcomes.

The Schedule Analyst role is a critical part of ensuring we have the right people, in the right place, at the right time to deliver great customer outcomes. You'll use workforce planning insights, scheduling expertise, and strong stakeholder relationships to balance customer demand, employee experience, and operational performance. Some of your day-to-day activities may include:

• Designing, building and continuously optimizing workforce schedules that balance customer demand, service delivery and operational efficiency.
• Coordinating training, meetings, leave and other off-task activities to minimize disruption and maintain service levels.
• Partnering with Contact Centre leaders and enablement teams to support workforce planning and key business objectives.
• Collaborating with stakeholders to ensure schedules remain aligned to forecasted requirements and changing business needs.
• Analysing workforce data and scheduling trends to identify opportunities for continuous improvement.
• Building strong relationships across teams to deliver exceptional service and support to internal and external stakeholders.

To grow and be successful in this role, you'll ideally bring a mix of workforce planning expertise, analytical capability, and strong stakeholder management skills, including:

• A solid understanding of contact centre operations and workforce planning principles.
• Experience developing and implementing effective scheduling and planning solutions that support operational performance and customer outcomes.
• Strong analytical, numerical and problem-solving skills, with a high level of accuracy and attention to detail.
• The ability to communicate complex information clearly, building trust and influencing stakeholders at all levels.
• A proactive and adaptable approach, with the ability to manage competing priorities and work effectively in a fast-paced environment.
• Advanced Excel and reporting skills, along with experience across end-to-end scheduling functions.
• Experience with Genesys Workforce Management software will be highly regarded.

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.