Workforce Analyst

Fmg; Christchurch; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Full training and support

Job summary

FMG in Canterbury (Christchurch City) is seeking a Workforce Analyst to join the Resource Planning team. The role collaborates with leaders across phone and field-based channels to optimise staffing, maximise performance and meet service standards. It combines real-time queue management with scheduling and forecasting.

You will receive full training and support to develop your potential in a team that values achievement and a strong culture.

Qualifications

• 1+ years’ experience in a Workforce Management function.
• Excellent written and verbal communication skills.
• A good understanding of Excel and telephony systems (ideally Genesys Cloud).
• Demonstrated experience in building strong, meaningful relationships; and
• Resilient with a creative mindset to solve problems by thinking outside the box.

Responsibilities

• Real time queue management.
• Scheduling & forecasting.
• Reporting & analysis.

Skills

Communication skills

Problem solving

Creative mindset

Relationship building

Tools

Genesys Cloud

Excel

Job description

• Full Time
• Application Closes 19 Nov 2026
• Canterbury - Christchurch City
• Management Analyst

Are you keen to be part of the team that’s going to help FMG deliver word class service to our clients? The Resource Planning team are tasked with ensuring we have the right number of people, with the right capability at the right time to service our clients.

Our team is expanding and we are looking for a new Workforce Analyst to join our team.

About the Role

Reporting to the Resource Planning Manager, the Workforce Analyst, will be responsible for working with leaders across our phone and field-based channels, to optimise staffing levels, maximise performance and deliver to our service standards. The role is a combination of Workforce Management functions.

Responsibilities include:

• Real time queue management
• Scheduling & forecasting
• Reporting & analysis

Since 1905, FMG has been protecting the interests of rural New Zealand. Over 100 years later, we remain 100% New Zealand owned and the country’s leading rural insurance specialist. As a mutual, we reinvest profits back into the business to keep premiums competitive for our clients. We also invest in our people, fostering a working environment that promotes achievement and celebrates success.

About You

• 1+ years’ experience in a Workforce Management function
• Excellent written and verbal communication skills
• A good understanding of Excel and telephony systems (ideally Genesys Cloud)
• Demonstrated experience in building strong, meaningful relationships; and
• Resilient with a creative mindset to solve problems by thinking outside the box

Overall, we are looking for someone detail focused, passionate and excited to play a meaningful part in a team dedicated to achieving and ensuring service level performance.

What We Offer:

• You will receive full training and support to ensure you achieve your full potential. If you want to work within a great team, for an organisation with an amazing culture, in a role that will challenge you and open up doors for future opportunities within FMG, then make it happen.