Why join us?
- Make a Difference: Contribute to the development of Palmerston North City while enjoying a fulfilling career that positively impacts our community
- Professional Growth: Elevate your career through a range of Learning and Development opportunities at Palmerston North City Council.
- Benefits: We do more than just pay you a salary too. We have awesome benefits to support you including 5 weeks annual leave.
About the role
At PNCC, our Contact Centre is evolving, and people are at the heart of that transformation. We’re not just answering calls; we’re building a smarter, more connected customer experience for our community and for 45 councils across Aotearoa who rely on us after hours.
To help us shape this future, we’re looking for a Workforce Management Analyst who thrives on data, optimisation and making systems hum. If you love turning complexity into clarity and doing it in a team that genuinely cares, this could be the role for you!
This is a full-time role with hybrid work options, ideal for someone who loves data, problem-solving, and improving how people and systems work together.
Your key focus areas will include:
• Optimising shifts and resourcing: Monitoring demand and designing effective, flexible shift patterns that support team satisfaction and service delivery.
• Making smart decisions through data: Using forecasting, modelling, skills-based routing and scenario testing to ensure our resourcing matches real-time needs.
• Maintaining operational excellence: Recording seasonal and business changes, analysing trends, and providing accurate reporting on workforce performance.
• Supporting our technology: Managing and developing our Workforce Management tool and assisting with administration of our cloud telephony platform (Genesys Cloud) across phone, email, webchat and walk-ins.
• Collaborating with people: Working closely with Team Leads, People & Performance, and industry partners to plan recruitment, identify opportunities and champion continuous improvement.
About you
You’re an analytical, detail-focused and collaborative professional who enjoys using data to make meaningful improvements. You’re comfortable working independently, but thrive in a team environment where you can contribute ideas and drive better outcomes for staff and customers.
You’ll bring:
• Expert experience (3+ years) using Workforce Management tools plus relevant technical certification.
• Advanced Excel skills for modelling, forecasting and scenario planning.
• Knowledge of contact centre operations, scheduling principles, and skills-based routing.
• Familiarity with cloud telephony platforms (Genesys Cloud experience advantageous).
• Strong communication skills and the ability to work with a diverse range of stakeholders.
• Excellent decision-making, attention to detail, and the ability to stay calm under pressure.
• A commitment to continuous improvement and delivering outstanding customer service.
About us
Palmerston North (or as we like to call it, Palmy) is a growing, innovative and exciting city. With small city benefits and big city ambition, Palmy has secured its place on the map as a creative and exciting city, with leading innovation and developments! We’re proud to be a city that includes, supports, connects and uses the talents of the whole community in our pursuit to provide a connected and safe community. We’re also a future-focused city who cares about enhancing our natural and built environment. Our future looks bright, it looks vibrant and progressive.
What we offer:
- Competitive salary between $73,051 and $85,942 plus a 3% Kiwisaver employer contribution (where eligible)
- 5 weeks annual leave and a community service day
- Long service leave after qualifying periods
- Paid parental leave benefits
- Supportive work environment that values work-life balance
- Annual flu vaccinations and subsidised health and eye checks
- Study leave, professional memberships, and fees support
- The opportunity to make a real difference in the future of a vibrant, growing city
Applications close: 11.00 pm, Friday 5 December 2025
We are an Equal Employment Opportunity Employer and welcome applications from all those suitably qualified for this position.
Job Profile
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