WFM Analyst
$26,780–$30,000 year
On-sitePerth, Scotland, United Kingdom
Job Summary
Create and maintain accurate staff schedules aligned to forecast demand while planning offline activities such as training, meetings, and annual leave. Monitor real-time performance metrics including service levels, volumes, and handling times, making intraday adjustments to ensure the operation remains balanced and efficient. Produce reports and dashboards to track trends, analyse data to identify efficiency opportunities, and provide actionable insights to Team Leaders. Proactively identify risks to service delivery and implement mitigation plans. This role supports continuous improvement across workforce planning and delivery within Stagecoach's Customer Service Centre team, where you help deliver a reliable, seamless service for millions of passengers across the UK.
Required Qualifications
- Experience working in a contact centre environment
- 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
- Confidence working with large datasets
- A proactive, problem-solving mindset
- Ability to work in a fast-paced environment
- Strong communication skills
- Ability to explain data clearly to different audiences
- Excellent attention to detail
- Organisational skills
- Collaborative team player
- Ability to build strong working relationships
Desired Qualifications
- Experience using WFM systems such as Verint, NICE, or Calabrio
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.