Workforce Planner, Customer Experience

📋 Description

• Build and maintain demand forecasting models using historical ticket volume, seasonality, and
• Plan workforce needs separately across NZ, AU, US, and South America, accounting for each region's
• Own the end-to-end rostering process: shift design, coverage planning, and schedule adherence for a
• Track capacity and utilization across T3 specialist roles (e.g. Virtual Fencing Specialist
• Model headcount and cost scenarios across the full CX function to support hiring decisions, budget
• Monitor real-time and historical performance against forecast (occupancy, shrinkage, service

🎯 Requirements

• Experience in workforce management, resource planning, or capacity planning, ideally within a
• Strong analytical skills and comfort building models in Excel/Sheets; experience with BI tools
• Experience with a modern support/ticketing platform (we use Intercom and Lorikeet) and an
• Familiarity with workforce management software (rostering, forecasting, or scheduling tools) or a
• Comfort working with 24/7, multi-region rosters and the complexity of overlapping time zones
• Clear communicator who can translate data into recommendations that non-technical stakeholders can

🎁 Benefits

• Work that genuinely matters. Every now and again a company comes along that transforms an entire
• Spectacular people solving hard problems. Our culture is designed for talented people to do work
• You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to
• This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the