Workforce Planner (8 month fixed-term)

Meridian Energy; Wellington; On-site; NZD 65,000 - 85,000; Full time

Job summary

Meridian Energy in Wellington, NZ, is seeking a Workforce Scheduler on an 8‑month fixed‑term basis to support a major transformation. The role coordinates schedules, training participation and transformation activities across Contact Centre and Back Office teams.

You will work with Operational Leaders, Learning & Development, and Transformation teams to ensure coverage while balancing customer outcomes and employee experience.

Qualifications

• Experience in workforce scheduling, rostering, workforce management or resource planning within a contact centre or service environment.
• Strong organisational skills with the ability to manage multiple priorities and competing demands.
• Experience using workforce management tools, scheduling systems or related technologies.

Responsibilities

• Coordinate workforce schedules and participation in training during a major transformation across Contact Centre and Back Office teams.
• Balance customer outcomes, employee experience, and transformation priorities while ensuring adequate coverage.
• Support go‑live activities, UAT, workshops and change readiness initiatives across the teams.

Skills

Workforce scheduling

Rostering

Workforce management

Analytics

Excel

Stakeholder mgmt

Communication

Problem solving

Change readiness

Tools

Genesys

Verint

NICE

Calabrio

Job description

Meridian Energy – Wellington, North Island

We're on the lookout for a good human to join us as a Workforce Scheduler on an 8-month fixed-term basis. It's a great opportunity to be part of a collaborative team while helping shape how we work through a significant business transformation.

Our Masterton office is part of Meridian Energy, the largest producer of renewable electricity in Aotearoa, delivering contact centre services for Powershop Australia through our partnership with Shell Energy – combining global backing with a smarter, more customer-led way of doing energy.

Powershop offers something different – a smarter, more customer-led energy experience – and our Contact Centre team plays a big part in bringing that to life every day.

Our site is a bit of a local legend – a tight-knit team where word gets around. We’re known for being a genuinely great place to work, with a team that backs each other and gets stuck in.

You will play a critical role in supporting customer service operations during a period of significant business transformation.

This position is responsible for coordinating workforce schedules, training participation, transformation activities, and operational coverage across Contact Centre and Back Office teams.

The role ensures the right people are available at the right time to support customer demand while enabling employees to participate in key transformation activities, including training, user acceptance testing (UAT), workshops, change readiness initiatives, and go‑live support activities.

Working closely with Operational Leaders, Learning & Development, and Transformation teams, the Workforce Scheduler helps balance customer outcomes, employee experience, and transformation priorities.

This role aligns closely with responsibilities commonly found in workforce scheduling and resource management positions within contact centre environments.

A few more important details – Our contact centre operates Monday to Friday, between 8.00am and 8.00pm. This is a full-time position, and while hours are likely to fall within these operating hours, specific working arrangements will be discussed with successful candidates during the recruitment process.

If/when you’re assigned to work an 8‑hour shift that finishes at or after 7pm, additional evening payments may be available (if claimed), on top of your normal pay.

As your role is in a part of the business that serves the Australian market, you may be required to observe the public holidays of Australia instead of one or more NZ public holidays.

You’ll be required to complete standard contact centre relevant online testing, which can be done from home.

All standard pre-employment checks will also be applicable.

We see energy as mauri the life force that connects people and place. Joining Meridian means contributing to kaitiakitanga, caring for the environment and future generations while empowering communities to flourish.

We’re a team that believes in being in the waka together supporting each other, celebrating our wins, and learning from our challenges. You’ll be encouraged to show tū maia, to be bold, curious, and authentic in your mahi, and to practice rangatiratanga by leading with integrity and purpose, no matter your role.

We embrace diversity and inclusion and ensure that everyone feels like they belong, are welcomed, feel valued, and feel comfortable to bring their whole selves to work. We want all our people to be the best that they can be, so we make sure that there’s room for everyone to be exactly who they are, and welcome applications from people of all backgrounds and experiences, including individuals with disabilities, diverse health needs, and those who identify as neurodiverse, because we believe our differences make us stronger. We believe that fun is good for you, and we make sure that our office vibe reflects that.

Qualifications

Ngā pukenga kei a koe mō tenei tūranga – What you’ll bring

Essential

• Experience in workforce scheduling, rostering, workforce management or resource planning within a contact centre or service environment.
• Strong organisational skills with the ability to manage multiple priorities and competing demands.
• Experience using workforce management tools, scheduling systems or related technologies.
• Strong analytical and problem‑solving capability.
• Advanced Microsoft Excel and reporting skills.
• Strong communication and stakeholder management skills.
• Ability to work effectively in a fast‑paced and changing environment.

Desirable

• Experience supporting business transformation, technology implementations or large‑scale change initiatives.
• Experience working in a contact centre environment with multiple work types and channels.
• Knowledge of workforce planning principles and contact centre performance metrics.
• Experience with workforce management platforms such as Genesys, Verint, NICE, Calabrio or similar solutions.

If you have any general enquiries, please email ***email_hidden*** and one of our team will get back to you. We're committed to being accessible and providing support if needed, please get in touch via email or phone if there are any parts of our process you would like assistance with (process found here meridianenergy.co.nz/careers), we’re more than happy to help.