Workforce Planner, Customer Experience

Halter; Auckland; On-site; NZD 90,000 - 140,000; Full time

Job summary

Halter is seeking a Workforce Planner to ensure a 24/7 CX model across NZ, AU, US, and South America. You will build demand forecasts, design shifts, and manage rostering while balancing cost and coverage.

This role requires strong analytical skills, experience in workforce/capacity planning, and proficiency with Excel/BI tools. You will collaborate with People, Finance, and Product teams as the business expands.

Qualifications

• Experience in workforce management, resource planning, or capacity planning with a track record of protecting the customer experience.
• Strong analytical skills and proficiency with Excel/Sheets; bonus for BI tools.
• Experience with modern support platforms (Intercom, Lorikeet) and AI-assisted triage.
• Familiarity with rostering/forecasting tools or creating your own tools.
• Comfort with 24/7, multi-region rosters and time-zone complexity.
• Clear communicator translating data to non-technical stakeholders.

Responsibilities

• Build and maintain demand forecasting models across channels, regions and tiers.
• Plan workforce across NZ, AU, US, and South America considering local patterns and time zones.
• Own end-to-end rostering: shift design, coverage planning and schedule adherence.
• Track capacity and utilization to inform hiring pace and workload balance.
• Model headcount and cost scenarios to support hiring decisions and budget planning.
• Monitor real-time vs forecast performance and adjust as needed.
• Collaborate with Shift Leads and Support Managers on leave and shift swaps.
• Maintain and improve workforce planning tools and dashboards.

Skills

Workforce management

Forecasting

Data analysis

Excel/Sheets

Clear communication

Tools

Looker

Tableau

Intercom

Lorikeet

Job description

About Halter

At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard.

We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund, Bessemer Venture Partners, BOND, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures. To find out more, visit our LinkedIn & Instagram.

About The Role

Halter’s Customer Experience team keeps farmers connected and supported around the clock across New Zealand, Australia, the US, and South America. As we scale our 24/7 CX model, we need a Workforce Planner to make sure we have the right people, in the right shifts, at the right cost, to meet demand across every region and time zone.

• Build and maintain demand forecasting models using historical ticket volume, seasonality, and growth trends to predict staffing needs across channels, regions, and tiers (T1 through T3)
• Plan workforce needs separately across NZ, AU, US, and South America, accounting for each region's demand patterns, growth stage, time zone, and local labour considerations
• Own the end-to-end rostering process: shift design, coverage planning, and schedule adherence for a distributed, 24/7 rostered team
• Track capacity and utilization across T3 specialist roles (e.g. Virtual Fencing Specialist, Enterprise Customer Specialist, Technical CX Lead, Product Training Specialist) to inform hiring pace and workload balancing
• Model headcount and cost scenarios across the full CX function to support hiring decisions, budget planning, and business cases for leadership
• Monitor real-time and historical performance against forecast (occupancy, shrinkage, service levels) and recommend adjustments
• Partner with Shift Leads and Support Managers to manage leave, availability, and shift swaps without compromising coverage
• Partner with T3 team leads to understand specialist workload, project allocation, and capacity constraints outside the standard rostered model
• Maintain and improve workforce planning tools and dashboards, reducing manual effort over time
• Support the design of new shift structures or rosters as the business expands into new regions or support hours
• Provide regular reporting to the Head of Customer Experience and wider leadership on capacity, coverage risk, and staffing recommendations across all of CX
• Work cross-functionally with People, Finance, and Product/GTM teams on headcount planning tied to product launches or customer growth

What we’re looking for

• Experience in workforce management, resource planning, or capacity planning, with a track record of making decisions that protect the customer experience, not just the numbers
• Strong analytical skills and comfort building models in Excel/Sheets; experience with BI tools (e.g. Looker, Tableau) is a plus
• Experience with a modern support/ticketing platform (we use Intercom and Lorikeet) and an understanding of AI-assisted triage
• Familiarity with workforce management software (rostering, forecasting, or scheduling tools) or a track record of building your own tools to solve for it
• Comfort working with 24/7, multi-region rosters and the complexity of overlapping time zones
• Clear communicator who can translate data into recommendations that non-technical stakeholders can act on
• Experience operating in a fast-growing, evolving environment where processes and tools are still being built out

Nice to have

• Experience supporting a customer experience function through a shift to 24/7 coverage
• Exposure to agri