The role / impact:
As our Workforce Associate Analyst, you'll help make sure our Customer Support teams have the right people in the right place at the right time. You'll build short and long term forecasts, keep schedules on track, and step in when things change in real time, whether that's an unplanned call-out or a last minute shift swap, so customers keep getting a consistent experience.
You'll also keep everyone informed, sending out weekly forecasting updates, maintaining team documentation, and flagging how upcoming product releases might affect demand. It's a role that rewards someone who stays level-headed when priorities shift quickly and who can explain the reasoning behind a forecast or a scheduling call just as clearly as the numbers themselves.
The team & how they connect
You’ll join a small, closely connected workforce team supporting Customer Success and Customer Experience across New Zealand, the US and the UK. The team partners daily with CX leaders to plan resourcing, troubleshoot in the moment, and turn data into decisions. Even across time zones, everyone leans on each other to keep operations running smoothly.
Initially, the role may focus on:
- Building short and long term forecasts and keeping schedules aligned to customer demand
- Monitoring live performance and adjusting plans in real time to hit service level goals
- Working in Zendesk and Assembled to manage workforce planning and reporting
- Sending weekly forecasting updates and keeping documentation current for the team
Where and how you can work
This role is based in Auckland, working in a hybrid pattern that blends time in the office with time at home. Your first 60 days will run on an earlier start (around 7am NZT) to overlap with our US colleagues while you onboard, moving to standard hours once you’re settled in. Boost days bring the team together in person throughout the year to connect, collaborate and celebrate.
Here are some of the things we’re looking for, for this role:
- You bring a strong analytical mindset and enjoy turning operational data into forecasts people can act on.
- Staying calm under pressure comes naturally to you, especially when a live incident needs a quick, clear-headed response.
- Confidence with tools like Zendesk and workforce management platforms, such as Assembled/Verint, is familiar territory for you.
- Clear, direct communication is your default, including when you need to hold a firm line with a stakeholder.
- You've worked in a customer support or contact centre environment and understand what good service delivery looks like.
- Ambiguity doesn't throw you off, and you can adapt your approach as a fast-paced environment shifts around you.
Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.