WFM Analyst: Real‑Time Scheduling & Insights – Free Travel

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

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.