Workforce Forecasting & Scheduling Analyst

Apply; Auckland; Hybrid; NZD 70,000 - 100,000; Full time

Job summary

Apply is seeking a Workforce Associate Analyst in Auckland to ensure Customer Support has the right people in the right place at the right time. You will build short and long-term forecasts, maintain schedules, and step in during real-time changes to uphold a consistent customer experience.

You will join a small workforce team supporting Customer Success and Customer Experience across NZ, the US and the UK.

Qualifications

• Strong analytical mindset with ability to turn operational data into forecasts.
• Calm under pressure and able to provide clear, concise explanations.
• Experience in customer support or contact centre environments is beneficial.

Responsibilities

• Build short and long-term forecasts and keep schedules aligned to demand.
• Monitor live performance and adjust plans in real time to meet service level goals.
• Use 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.
• Communicate clearly with stakeholders and explain forecast rationale.

Skills

Analytical mindset

Forecasting from data

Calm under pressure

Clear communication

Stakeholder management

Customer support experience

Tools

Zendesk

Assembled

Verint

Job description

Apply is seeking a Workforce Associate Analyst in Auckland to ensure Customer Support has the right people in the right place at the right time. You will build short and long-term forecasts, maintain schedules, and step in during real-time changes to uphold a consistent customer experience.

You will join a small workforce team supporting Customer Success and Customer Experience across NZ, the US and the UK.