WFM Analyst

Job description

Salary £26,780 – £30,000 Workforce Management (WFM) Analyst Based at our Perth office Salary of £26,780 – £30,000 Working pattern of 8am-4pm Mon-Fri Looking for a role where your analysis and insight help keep the operation running at its best? At Stagecoach, we’re more than just buses, we’re part of the fabric of our communities. Behind every journey is a team ensuring we have the right people in place to deliver a reliable and seamless service. We’re looking for a WFM Analyst to join our Customer Service Centre team. In this role, you’ll play a vital part in planning, monitoring, and optimising our workforce, helping us deliver a consistent, high-quality service for our customers. This is a great opportunity for someone with experience in real-time analysis, scheduling, or workforce planning who is ready to take the next step into a broader, more data-driven role. What you’ll be doing: Creating and maintaining accurate staff schedules aligned to forecast demand Planning and optimising offline activities such as training, meetings, and annual leave Monitoring real-time performance, including service levels, volumes, and handling times Making intraday adjustments to ensure the operation remains balanced and efficient Producing reports and dashboards to track performance metrics and trends Analysing data to identify opportunities to improve efficiency and service delivery Monitoring schedule adherence and providing insights to Team Leaders Proactively identifying risks to service and implementing mitigation plans Working closely with operational leaders to provide clear, actionable insights Supporting continuous improvement across workforce planning and delivery What we’re looking for: Experience working in a contact centre environment, ideally within WFM (scheduling, real-time, or reporting) Strong analytical skills with experience handling and interpreting data Advanced Microsoft Excel skills and confidence working with large datasets Experience using WFM systems such as Verint, NICE, or Calabrio (desirable) A proactive, problem-solving mindset with the ability to work in a fast-paced environment Strong communication skills, with the ability to explain data clearly to different audiences Excellent attention to detail and organisational skills A collaborative team player who can build strong working relationships Why join Stagecoach? The opportunity to develop your career within a growing and evolving function Competitive salary and benefits package Benefits including generous pension scheme, XX days holiday, free travel for you and a companion, and a wide range of discounts including retail & leisure Career progression, with opportunities to grow across operations, planning, and wider business areas A supportive, inclusive working environment where your wellbeing matters Our working environment Stagecoach is proud to be an inclusive employer. Across our teams, we foster a welcoming environment where everyone is treated with respect and supported to thrive. You’ll have access to employee networks, wellbeing resources, and a 24/7 Employee Assistance Programme to support you and your family. Ready to make an impact behind the scenes? Click apply today and start your Stagecoach journey. We can’t wait to welcome you on board. Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age. Location: Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW