Forecasting & Scheduling Workforce Analyst

xero

New Zealand

Hybrid

NZD 90,000 - 120,000

Full time

8 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Xero in Auckland is seeking a Workforce Associate Analyst to help ensure Customer Support teams have the right people in the right place at the right time. You will build short and long term forecasts, keep schedules on track, and step in when things change in real time, whether due to unplanned call-outs or last minute shift swaps, so customers enjoy a consistent experience.

You will also send weekly forecasting updates, maintain team documentation, and flag how upcoming product releases might

Qualifications

Strong analytical mindset and ability to turn operational data into actionable forecasts.
Stays calm under pressure and provides clear, decisive responses during incidents.
Familiar with Zendesk and workforce platforms such as Assembled or Verint.
Clear, direct communication and ability to set expectations with stakeholders.
Experience in a customer support or contact center environment.
Comfort with ambiguity and adapting in a fast-paced setting.

Responsibilities

Build short- and long-term forecasts and keep schedules aligned to demand.
Monitor live performance and adjust plans in real time to hit service level goals.
Use Zendesk and Assembled to manage workforce planning and reporting.
Send weekly forecasting updates and maintain team documentation.