Key Notes
The £26,780 to £30,000 Perth role plans workforce coverage for Stagecoach’s Customer Service Centre from 8am to 4pm, Monday to Friday. It builds demand-led schedules, manages training and leave, monitors service levels and handling times and makes intraday adjustments. Contact-centre experience, advanced Excel and data analysis are listed; Verint, NICE or Calabrio experience is desirable.
What You'll Work On
- Create and maintain Customer Service Centre staffing schedules aligned with forecast demand and available workforce capacity.
- Plan training, meetings and annual leave within schedules while protecting the required contact-centre coverage throughout each working day.
- Monitor live service levels, contact volumes, handling times and schedule adherence and make intraday staffing adjustments.
- Produce workforce-management reports and dashboards showing demand, staffing, service performance and emerging operational trends for leadership review.
- Identify service risks and efficiency opportunities and give Team Leaders and operational managers actionable workforce evidence.
Why This Role Matters
- Stagecoach Customer Service Centre demand changes through the day, and staffing schedules determine whether passenger enquiries meet available adviser capacity at each interval.
- Customer Service Centre leaders use service-level, handling-time and adherence data to identify staffing risks and decide intraday adjustments or mitigation actions.
What They Are Looking For
- Experience: Contact-centre experience is sought, ideally in WFM scheduling, real-time analysis or reporting.
- Technical: Advanced Microsoft Excel skills and confidence handling large datasets are sought.
- Technical: Strong analytical skills with experience handling and interpreting data are sought.
- Preferred: Experience with WFM systems such as Verint, NICE or Calabrio is desirable.