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Halter is an agri-tech company transforming livestock grazing through autonomous virtual fencing technology. The company operates a 24/7 customer experience function across New Zealand, Australia, the US, and South America, serving farmers and graziers globally.
As Workforce Planner for Customer Experience, you will own the end-to-end workforce planning and rostering function for a distributed, multi-region support operation. This role sits at the intersection of data, operations, and people management.
Key responsibilities include:
- Build and maintain demand forecasting models using historical ticket volume, seasonality, and growth trends to predict staffing needs across channels, regions, and support tiers (T1 through T3)
- Plan workforce needs separately across NZ, AU, US, and South America, accounting for regional demand patterns, growth stage, time zones, and local labour considerations
- Own the end-to-end rostering process: shift design, coverage planning, and schedule adherence for a 24/7 rostered team
- Track capacity and utilization across T3 specialist roles (Virtual Fencing Specialist, Enterprise Customer Specialist, Technical CX Lead, Product Training Specialist) to inform hiring pace and workload balancing
- Model headcount and cost scenarios across the full CX function to support hiring decisions, budget planning, and business cases for leadership
- Monitor real-time and historical performance against forecast (occupancy, shrinkage, service levels) and recommend adjustments
- Partner with Shift Leads and Support Managers to manage leave, availability, and shift swaps without compromising coverage
- Partner with T3 team leads to understand specialist workload, project allocation, and capacity constraints
- Maintain and improve workforce planning tools and dashboards, reducing manual effort over time
- Support the design of new shift structures or rosters as the business expands into new regions
- Provide regular reporting to the Head of Customer Experience and leadership on capacity, coverage risk, and staffing recommendations
- Work cross-functionally with People, Finance, and Product/GTM teams on headcount planning tied to product launches or customer growth
The company is backed by Tier 1 investors including Founders Fund, Bessemer Venture Partners, BOND, DCVC, Blackbird, and others. Halter operates an office-first culture with a high-trust environment focused on in-person collaboration and rapid growth.
REQUIREMENTS:
- Experience in workforce management, resource planning, or capacity planning, ideally within a contact centre or customer experience environment
- Strong analytical skills and comfort building models in Excel/Sheets; experience with BI tools (e.g. Looker, Tableau) is a plus
- Experience with a modern support/ticketing platform (Intercom and Lorikeet experience preferred) and understanding of AI-assisted triage
- Familiarity with workforce management software (rostering, forecasting, or scheduling tools) or track record of building custom tools
- Comfort working with 24/7, multi-region rosters and overlapping time zones
- Clear communicator who can translate data into recommendations for non-technical stakeholders
- Experience operating in fast-growing, evolving environments where processes and tools are still being built out
NICE TO HAVE:
- Experience supporting a customer experience function through a shift to 24/7 coverage
- Exposure to agri-tech, IoT, or hardware-enabled products
- Experience presenting capacity plans or business cases to senior leadership
- Familiarity with labour/employment considerations across multiple regions (NZ, AU, US, South America) relevant to shift scheduling and rostering
