SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Join Xero's Workforce team as an Associate Analyst supporting Customer Support operations across New Zealand, the US, and the UK. You'll own workforce planning and scheduling to ensure customer support teams have the right staffing levels to deliver consistent service experiences.
Key responsibilities include building short and long-term forecasts aligned to customer demand, monitoring live performance metrics against service level goals, and adjusting schedules in real time to respond to changes like unplanned absences or shift swaps. You'll work primarily in Zendesk and Assembled (workforce management platform), producing weekly forecasting updates and maintaining team documentation. You'll also communicate how upcoming product releases might impact support demand and collaborate with CX leaders across time zones to translate data into actionable resourcing decisions.
The role requires strong analytical skills, comfort with operational data and forecasting tools, and the ability to stay calm when priorities shift quickly. You'll need experience in customer support or contact center environments, familiarity with workforce management platforms, and clear communication skills—especially when presenting forecasts or holding firm on scheduling decisions with stakeholders.
You'll work hybrid from Xero's Auckland office (96 St Georges Bay Rd, Levels 2 & 3). During your first 60 days, you'll start around 6am NZT to overlap with US colleagues during onbostation, then transition to standard hours. The team uses periodic in-person "Boost days" to connect and collaborate across regions.
