Workforce Coordinator/Analyst - Melio

Xero; New Zealand; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

Xero in Auckland is seeking a Workforce Associate Analyst to build short and long-term forecasts, keep schedules aligned to demand, and adapt plans in real time to maintain service levels.

You'll join a small, connected workforce team supporting Customer Success across NZ, the US and the UK, collaborating across time zones and using Zendesk and Assembled for planning and reporting. Hybrid role with onboarding overlap.

Qualifications

• Build short and long term forecasts and keep schedules aligned to customer demand.
• Monitor live performance and adjust plans in real time to hit service level goals.
• Use Zendesk and workforce management platforms (Assembled/Verint) for planning and reporting.
• Send weekly forecasting updates and maintain team documentation.
• Communicate clearly with stakeholders and explain forecasting rationale.

Responsibilities

• Build short and long term forecasts and keep schedules aligned to customer 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 documentation current for the team.

Skills

Analytical mindset

Forecasting from data

Calm under pressure

Clear communication

Stakeholder management

Tools

Zendesk

Assembled

Verint

Job description

As our Workforce Associate Analyst, you'll help make sure our Customer Support teams have the right people in the right place at the right time. You'll build short and long term forecasts, keep schedules on track, and step in when things change in real time, whether that's an unplanned call-out or a last minute shift swap, so customers keep getting a consistent experience.

You'll also keep everyone informed, sending out weekly forecasting updates, maintaining team documentation, and flagging how upcoming product releases might affect demand. It's a role that rewards someone who stays level-headed when priorities shift quickly and who can explain the reasoning behind a forecast or a scheduling call just as clearly as the numbers themselves.

The team & how they connect

You’ll join a small, closely connected workforce team supporting Customer Success and Customer Experience across New Zealand, the US and the UK. The team partners daily with CX leaders to plan resourcing, troubleshoot in the moment, and turn data into decisions. Even across time zones, everyone leans on each other to keep operations running smoothly.

Initially, the role may focus on:

Building short and long term forecasts and keeping schedules aligned to customer demand.

Monitoring live performance and adjusting plans in real time to hit service level goals.

Working in Zendesk and Assembled to manage workforce planning and reporting.

Sending weekly forecasting updates and keeping documentation current for the team.

Where and how you can work

This role is based in Auckland, working in a hybrid pattern that blends time in the office with time at home. Your first 60 days will run on an earlier start (around 7am NZT) to overlap with our US colleagues while you onboard, moving to standard hours once you’re settled in. Boost days bring the team together in person throughout the year to connect, collaborate and celebrate.

Here are some of the things we’re looking for, for this role:

You bring a strong analytical mindset and enjoy turning operational data into forecasts people can act on.

Staying calm under pressure comes naturally to you, especially when a live incident needs a quick, clear-headed response.

Confidence with tools like Zendesk and workforce management platforms, such as Assembled/Verint, is familiar territory for you.

Clear, direct communication is your default, including when you need to hold a firm line with a stakeholder.

You've worked in a customer support or contact centre environment and understand what good service delivery looks like.

Ambiguity doesn't throw you off, and you can adapt your approach as a fast-paced environment shifts around you.