Workforce Analyst - Melio

📋 Description

• Help ensure Customer Support have the right people at the right time
• Build short and long-term forecasts and keep schedules aligned to demand
• Monitor live performance and adjust plans in real time
• Use Zendesk and Assembled to manage workforce planning and reporting

🎯 Requirements

• Analytical mindset; turn data into actionable forecasts
• Calm under pressure with quick, clear responses to live incidents
• Familiar with Zendesk and workforce tools like Assembled/Verint
• Clear communication; able to hold a firm line with stakeholders
• Experience in a customer support or contact centre environment
• Ability to adapt in a fast-paced environment

🎁 Benefits

• Hybrid work pattern in Auckland; some in-office and some remote
• 60-day onboarding with overlap with US colleagues
• Team-building days throughout the year