Hybrid Workforce Forecasting & Scheduling Analyst

Xero; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

Xero in Auckland is seeking a Workforce Associate Analyst to forecast demand, manage schedules, and respond in real time to protect customer experience. You’ll use Zendesk and Assembled to plan and report, with weekly updates and documentation maintained for the team.

The role supports Customer Success and Customer Experience across NZ, the US and the UK, in a hybrid office/home setup, with early overlap for onboarding and ongoing collaboration across time zones.

Qualifications

• Strong analytical mindset to turn operational data into forecasts.
• Calm under pressure with quick, clear responses.
• Experience with Zendesk and workforce platforms such as Assembled/Verint.
• Clear, direct communication with stakeholders.
• Experience in a customer support or contact centre environment.
• Able to adapt in a fast-paced environment.

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.
• Work in Zendesk and Assembled to manage workforce planning and reporting.
• Send weekly forecasting updates and keep team documentation current.
• Flag how upcoming product releases might affect demand.
• Collaborate with CX leaders to plan resourcing across NZ, US and UK.

Job description

Xero in Auckland is seeking a Workforce Associate Analyst to forecast demand, manage schedules, and respond in real time to protect customer experience. You’ll use Zendesk and Assembled to plan and report, with weekly updates and documentation maintained for the team.

The role supports Customer Success and Customer Experience across NZ, the US and the UK, in a hybrid office/home setup, with early overlap for onboarding and ongoing collaboration across time zones.