Workforce Coordinator/Analyst - Melio @Melio

Overview

The role involves working as a Workforce Associate Analyst at Melio, where the goal is to ensure Customer Support teams are optimally resourced to provide a consistent customer experience. This includes forecasting, scheduling, and adapting to real-time changes.

Key Responsibilities

• Build short and long-term forecasts and maintain accurate schedules.
• Monitor live performance and adjust plans in real-time to meet service level goals.
• Utilize tools like Zendesk and Assembled for workforce planning and reporting.
• Send weekly forecasting updates and maintain current documentation.

Requirements

• Strong analytical mindset with the ability to turn operational data into actionable forecasts.
• Ability to remain calm under pressure and respond effectively to live incidents.
• Familiarity with tools such as Zendesk and workforce management platforms like Assembled/Verint.
• Clear and direct communication skills, especially in stakeholder interactions.
• Experience in a customer support or contact center environment.
• Adaptability in a fast-paced, ambiguous environment.

Benefits

This role offers a hybrid work pattern, combining office-based work in Auckland with remote work. Initial onboarding will require earlier starts to coordinate with US colleagues.

Location

Auckland, New Zealand (Hybrid)

How to Apply

Interested candidates should apply through the designated application process at Melio.

Deadline

No application deadline specified.