Workforce Coordinator - Melio

Xero
Auckland
Workplace: HybridFull timeFunction: Executive & General ManagementSkills: ["Analytical mindset","Calm under pressure","Communication","Stakeholder management","Adaptability"]

Support Customer Support teams by building short- and long-term workforce forecasts, keeping schedules aligned to demand, and adjusting plans in real time to meet service levels. Maintain documentation, send weekly forecasting updates, and monitor performance. Partner with Customer Success and Customer Experience leaders across time zones, using Zendesk and workforce management tools like Assembled/Verint to translate data into actionable staffing decisions.

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FursaFursa
Xero
Xero
1 day ago

Workforce Coordinator - Melio

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Support Customer Support teams by building short- and long-term workforce forecasts, keeping schedules aligned to demand, and adjusting plans in real time to meet service levels. Maintain documentation, send weekly forecasting updates, and monitor performance. Partner with Customer Success and Customer Experience leaders across time zones, using Zendesk and workforce management tools like Assembled/Verint to translate data into actionable staffing decisions.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Mid level

Key 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/Verint to manage workforce planning and reporting.
  • •Send weekly forecasting updates and keep team documentation current.
  • •Step in when schedules change (e.g., call-outs or shift swaps) to maintain consistent customer experience.

Key Requirements

  • •Strong analytical mindset with experience turning operational data into actionable forecasts.
  • •Ability to stay calm under pressure and respond quickly and clearly during live incidents.
  • •Familiarity with Zendesk and workforce management platforms such as Assembled/Verint for workforce planning and reporting.
  • •Clear, direct communication, including confidence when holding firm with stakeholders.
  • •Experience working in customer support or contact centre environments with understanding of service delivery.
Experience:Customer supportContact centreWorkforce planning
Skills:Analytical mindsetCalm under pressureCommunicationStakeholder managementAdaptability
Tech Stack:ZendeskAssembledVerint

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn