Workforce Planning Coordinator/Analyst - Melio

Xero
Auckland
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Analytical mindset","Calm under pressure","Clear communication","Stakeholder management"]

Support Customer Support and Customer Experience by building short- and long-term workforce forecasts, maintaining schedules, and adjusting plans in real time to meet service-level goals. Monitor live performance, handle unplanned changes, and communicate weekly forecasting updates. Partner with CX leaders across time zones, maintain team documentation, and flag how upcoming product releases may affect demand using Zendesk and workforce management tools like Assembled/Verint.

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FursaFursa
Xero
Xero
1 day ago

Workforce Planning Coordinator/Analyst - Melio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Support Customer Support and Customer Experience by building short- and long-term workforce forecasts, maintaining schedules, and adjusting plans in real time to meet service-level goals. Monitor live performance, handle unplanned changes, and communicate weekly forecasting updates. Partner with CX leaders across time zones, maintain team documentation, and flag how upcoming product releases may affect demand using Zendesk and workforce management tools like Assembled/Verint.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Build short- and long-term workforce forecasts and keep schedules aligned to customer demand.
  • •Monitor live performance and adjust plans in real time to meet service level goals.
  • •Step in when things change quickly, such as unplanned call-outs or last-minute shift swaps.
  • •Work in Zendesk and workforce planning/reporting tools (Assembled/Verint) to manage workforce operations.
  • •Send weekly forecasting updates, maintain team documentation, and flag how product releases may impact demand.

Key Requirements

  • •Bring a strong analytical mindset and enjoy turning operational data into actionable forecasts.
  • •Stay calm under pressure and respond quickly and clearly during live incidents.
  • •Have confidence working with tools like Zendesk and workforce management platforms such as Assembled/Verint.
  • •Communicate clearly and directly, including when managing stakeholder expectations.
  • •Have experience in a customer support or contact centre environment and understand what good service delivery looks like.
Experience:Customer supportContact centre
Skills:Analytical mindsetCalm under pressureClear communicationStakeholder management
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