Workforce Analyst (6-Month Contract, Wellington or Palmerston North)

About the role

A busy, customer-facing operation is looking for an experienced Workforce Analyst to support a major transformation programme. You will provide workforce intelligence, forecasting and operational insights to support a large service rollout and ongoing customer demand planning, turning complex operational data into practical workforce solutions. The role reports to the Manager Workforce Planning & Performance and works closely with operational leaders and stakeholders.

Key responsibilities

• Analyse customer service and operational performance data to identify trends, risks and opportunities
• Support workforce forecasting and demand planning across customer channels
• Provide insights and recommendations on workforce productivity, performance measures and service outcomes
• Develop and enhance reporting, dashboards and workforce intelligence processes
• Support continuous improvement and data quality management
• Prepare reports, briefings and analysis for operational leaders and senior stakeholders
• Work with customer service leaders to optimise workforce models and operational planning

Required profile

• Experience in workforce analytics, workforce planning, forecasting or operational performance analysis
• Ability to interpret complex datasets and turn findings into practical business recommendations
• Experience in customer service, contact centre or high-volume operational environments
• Experience preparing reports, briefings and presentations for senior leaders
• Right to live and work in New Zealand

Required skills

• Advanced reporting and data analysis across multiple systems and data sources
• Experience with customer service technologies, CRM platforms or workforce management systems is advantageous
• Exposure to Twilio is mentioned as a plus

What we offer

• Six-month contract with potential for extension
• Opportunity to contribute to a nationally significant programme
• Hybrid working
• Wellington or Palmerston North location
• Preference for a start in late November, before the summer shutdown