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As a Workforce Coordinator/Analyst at Xero, you'll support Customer Support and Customer Success teams across New Zealand, the US, and the UK by ensuring optimal staffing levels and service delivery. Your core responsibilities include building short and long-term workforce forecasts, managing real-time scheduling adjustments, and monitoring live performance against service level goals. You'll work primarily in Zendesk and Assembled (workforce management platform) to track demand patterns, create forecasts, and generate weekly reporting updates for stakeholders. The role requires staying calm under pressure—responding quickly to unplanned absences, shift swaps, and operational changes while maintaining clear communication with team leaders and cross-functional partners. You'll also maintain team documentation and flag how upcoming product releases might impact customer demand and staffing needs. The team operates across multiple time zones; your first 60 days will include earlier start times (around 7am NZT) to overlap with US colleagues during onboarding, then transition to standard hours. The role is hybrid, based in Auckland with periodic in-person "Boost days" for team collaboration. You'll need strong analytical skills to translate operational data into actionable forecasts, experience in customer support or contact center environments, familiarity with workforce management tools, and the ability to adapt quickly in a fast-paced environment. Clear, direct communication—including the ability to hold firm positions with stakeholders—is essential.
