Workforce Coordinator

About the Role

As a Workforce Associate Analyst, you will ensure that our Customer Support teams are optimally staffed at all times to deliver consistent and excellent service. Your responsibilities will include creating both short- and long-term resource forecasts, maintaining adherence to schedules, and managing real-time adjustments such as unplanned absences or last-minute shift changes.

You will also be responsible for maintaining clear communication through weekly forecasting updates, managing team documentation, and analyzing how upcoming product launches might influence demand. Success in this role requires maintaining composure during shifting priorities and being able to clearly articulate the data and decisions behind forecasts and scheduling.

Team Environment

You will be part of a small, tightly-knit workforce team that supports Customer Success and Customer Experience teams across New Zealand, the US, and the UK. The team collaborates daily with CX leadership to plan resources, solve operational issues in real-time, and translate data into actionable decisions, effectively coordinating across time zones to maintain smooth operations.

Primary Responsibilities

• Develop and maintain both short and long range forecasts aligned with customer demand.
• Monitor live performance metrics and adjust resource plans promptly to meet service level objectives.
• Use platforms such as Zendesk and Assembled for workforce planning and management reporting.
• Provide weekly updates on forecasting and ensure all relevant documentation remains up to date.

Work Arrangement

This position is located in Auckland and involves a hybrid working model combining onsite office presence with remote work. The initial 60-day onboarding period includes an early start (approximately 7:00 AM NZT) to coordinate with US colleagues, transitioning to regular business hours afterward. Periodic team "Boost" days are scheduled throughout the year for in-person collaboration and team building.

Desired Qualifications and Traits

• Strong analytical skills with the ability to convert operational data into actionable staffing forecasts.
• Ability to remain calm and decisive during live operational incidents requiring quick responses.
• Familiarity and confidence with workforce management tools such as Zendesk and Assembled (or Verint).
• Clear and direct communication skills, including the ability to assert stakeholder boundaries firmly when necessary.
• Prior experience in a customer support or contact center setting with an understanding of quality service delivery standards.
• Comfortable working in ambiguous situations and adapting quickly in a fast-paced, changing environment.

Additional Information

We encourage applications even if your experience does not exactly align with all aspects of the role. Our hiring philosophy values skills, enthusiasm, and unique perspectives that contribute to our culture and team dynamics.