Workforce Planner, Customer Experience

ABOUT HALTER At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/.     ABOUT THE ROLE Halter's Customer Experience team keeps farmers connected and supported around the clock across New Zealand, Australia, the US, and South America. As we scale our 24/7 CX model, we need a Workforce Planner to make sure we have the right people, in the right shifts, at the right cost, to meet demand across every region and time zone. This role sits at the intersection of data, operations, and people. You'll build the models that tell us how many people we need and when, across every tier of CX, from our 24/7 rostered shift teams through to our specialist T3 roles. You'll own the rostering and forecasting tools that keep our shift structure running smoothly, track capacity and utilization across specialist teams, and give leadership the visibility they need to plan headcount and budget with confidence across the whole function. WHAT YOU'LL DO - Build and maintain demand forecasting models using historical ticket volume, seasonality, and growth trends to predict staffing needs across channels, regions, and tiers (T1 through T3) - Plan workforce needs separately across NZ, AU, US, and South America, accounting for each region's demand patterns, growth stage, time zone, and local labour considerations - Own the end-to-end rostering process: shift design, coverage planning, and schedule adherence for a distributed, 24/7 rostered team - Track capacity and utilization across T3 specialist roles (e.g. 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 outside the standard rostered model - 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 or support hours - Provide regular reporting to the Head of Customer Experience and wider leadership on capacity, coverage risk, and staffing recommendations across all of CX - Work cross-functionally with People, Finance, and Product/GTM teams on headcount planning tied to product launches or customer growth WHAT WE'RE LOOKING FOR - Experience in workforce management, resource planning, or capacity planning, with a track record of making decisions that protect the customer experience, not just the numbers - 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 (we use Intercom and Lorikeet) and an understanding of AI-assisted triage - Familiarity with workforce management software (rostering, forecasting, or scheduling tools) or a track record of building your own tools to solve for it - 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 act on - Experience operating in a fast-growing, evolving environment 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 OUR OFFICE FIRST APPROACH There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter. Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other. JOIN OUR TEAM Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY OUR TEAM LOVES WORKING AT HALTER: - Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. - Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. - You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund. - This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"