WFM Analyst

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.

Location: Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW

Welcome to Stagecoach, the UK’s #1 bus company. If you’re ready to join our team, simply fill out an application via a PC or mobile device, and a member of our Recruitment team will be in touch to inform you of next steps.

Every day we help millions of passengers get to the people and places that matter to them, connecting the communities we are proud to serve. Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales. We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country. Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy. Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.