Hybrid Workforce Forecasting & Scheduling Analyst

Apply; Auckland; Hybrid; NZD 75,000 - 95,000; Full time

Job summary

Apply is seeking a Workforce Associate Analyst to ensure Customer Support has the right people in the right place at the right time. You’ll build short and long term forecasts, keep schedules aligned to demand, and intervene in real time to maintain a consistent customer experience.

You’ll communicate weekly forecasting updates, keep team documentation current, and flag how upcoming product releases might affect demand.

Qualifications

• Strong analytical mindset and ability to turn data into forecasts.
• Calm under pressure with quick, clear responses to incidents.
• Experience with customer support or contact centres.
• Familiarity with Zendesk and workforce platforms.
• Clear, direct communication with stakeholders.

Responsibilities

• Build short and long term forecasts aligned to demand.
• Keep schedules on track and adjust in real time.
• Manage workforce planning and reporting in Zendesk/Assembled.
• Send weekly forecasting updates and maintain documentation.
• Explain forecasting reasoning clearly to stakeholders.

Skills

Analytical mindset

Forecasting

Communication

Zendesk experience

Assembled/Verint

Customer support

Adaptability

Tools

Zendesk

Assembled/Verint

Job description

Apply is seeking a Workforce Associate Analyst to ensure Customer Support has the right people in the right place at the right time. You’ll build short and long term forecasts, keep schedules aligned to demand, and intervene in real time to maintain a consistent customer experience.

You’ll communicate weekly forecasting updates, keep team documentation current, and flag how upcoming product releases might affect demand.