Workforce Management Analyst

Base Location

Portsmouth or Perth (Scotland). You will be expected to spend 50% of your working week in one of the following locations:
Perth or Portsmouth.

£34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.

Permanent | Full Time | Flexible First options available.

We are excited to introduce a new opportunity for a Workforce Management Analyst to join our Business Improvement & Planning team at a pivotal time of transformation. In this role, you will work closely with the Lead Workforce Management Planning Manager and a team of Workforce Coordinators, playing a key role in shaping how workforce data is analysed, reported, and used to drive business decisions.

As we roll out Amazon Connect across our contact centres, alongside its powerful Quick Sight reporting and analytics suite, this role offers a unique chance to influence how workforce insights are delivered across the business. This is not a “business as usual” analytics role. You will have the opportunity to design and evolve future‑facing reporting, unlocking actionable, data‑driven insights that support operational change, improve efficiency, and enable smarter decision‑making.

You’ll be involved in new initiatives from the ground up, helping embed best‑in‑class workforce analytics as we continue to grow and modernise. Sitting within the Business Improvement & Planning function, this role provides direct exposure to senior stakeholders and a real platform to make an impact, using data to drive meaningful improvements across our operations.

• Develop and enhance workforce reporting.
• Analyse workforce performance and trends to provide actionable insights.
• Support planning, forecasting, and operational decision‑making.
• Partner with workforce and operational teams to identify efficiency opportunities.
• Contribute to continuous improvement and transformation initiatives.

• Proven experience within Workforce Management (WFM) in a contact centre environment.
• Hands‑on experience with WFM software/tools.
• Strong experience in report building and data analysis, using Excel and/or reporting platforms such as Amazon Quick Sight, Power BI, Tableau etc.
• Ability to translate data into a clear and compelling story by identifying trends, highlighting risks, and delivering actionable insights.
• A strong desire to be part of change, with a keen interest in new technologies and automation‑driven solutions.

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive.