WFM Analyst

Stagecoach Group; Perth; On-site; GBP 26,780 - 30,000; Full time

Benefits offered by this job

Generous pension scheme

Free travel for you and a companion

Retail & leisure discounts

Job summary

Stagecoach Group is seeking a WFM Analyst to join our Perth-based Customer Service Centre. You will create and maintain staff schedules aligned to forecast demand, plan offline activities, and monitor real-time performance to ensure balanced operations.

Ideal candidates have contact centre WFM experience, strong analytical skills, and advanced Excel proficiency. The role offers a Monday–Friday 8am–4pm pattern with opportunities to influence planning and efficiency across teams.

Qualifications

• Experience working in a contact centre environment, ideally within WFM (scheduling, real-time, or reporting).
• Advanced Excel skills and ability to handle large datasets confidently.
• Strong communication skills and attention to detail.

Responsibilities

• Create and maintain accurate staff schedules aligned to forecast demand.
• Plan and optimise offline activities such as training, meetings and annual leave.
• Monitor real-time performance, service levels, volumes and handling times.

Skills

Analytical skills

Advanced Excel

Communication

Team player

Problem-solving

Tools

Verint

NICE

Calabrio

Job description

## WFM AnalystApplylocations: Perth, PH1 5TW, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: JR13078**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-FriLooking 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.