Workforce Analyst - Melio

About the Role

As a Workforce Analyst at Melio, you will play a pivotal role in ensuring our Customer Support teams are optimally staffed and scheduled to meet customer demands. You will develop both short-term and long-term forecasts, align staffing schedules accordingly, and swiftly adjust plans in real time to handle unexpected changes like sudden absences or shift swaps, maintaining a seamless experience for our customers.

Key Responsibilities

• Create and maintain accurate forecasts and schedules aligned with customer demand.
• Monitor live team performance and make necessary real-time adjustments to meet service level targets.
• Utilize tools such as Zendesk and Assembled to support workforce planning and generate reports.
• Distribute weekly forecasting updates and keep team documentation up to date.

Team Environment

You will be part of a small, tightly-knit workforce team supporting Customer Success and Customer Experience teams across New Zealand, the US, and the UK. Collaboration and reliance on each other are crucial as the team works across multiple time zones to keep operations running smoothly.

Work Arrangement

This position is based in Auckland and follows a hybrid model, combining office attendance with remote work. For your first 60 days, expect to start early (around 7am NZT) to overlap with US colleagues during onboarding, before transitioning to standard office hours. The team also organizes periodic in-person gatherings to foster connection and collaboration.

Desired Attributes and Qualifications

• A strong analytical mindset with the ability to convert operational data into actionable forecasts.
• Ability to remain composed and respond effectively during high-pressure, live incidents.
• Familiarity and confidence with tools like Zendesk and workforce management software such as Assembled or Verint.
• Direct and clear communication skills, including the ability to assertively manage stakeholder expectations.
• Previous experience in customer support or contact centre environments, with an understanding of effective service delivery.
• Resilience and adaptability in fast-changing, ambiguous situations.

Additional Information

We encourage applicants even if their experience does not perfectly align with all criteria. At our company, hiring decisions are based on skills, enthusiasm, and the unique perspectives candidates bring to enrich our culture and team.