Hybrid ICC Scheduling Analyst – NHS WFM Expert

North West Ambulance Service NHS Trust; Horwich; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Up to 33 days annual leave

Training and development opportunities

NHS discounts

Car lease scheme

Cycle to work scheme

NHS mortgages

Childcare vouchers

Job summary

North West Ambulance Service NHS Trust is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling across our Integrated Contact Centre teams. This role embeds resource planning best practice to make a real difference for emergency and urgent service teams.

Hybrid working is available with a minimum of two days in the office per week; experience with WFM/NICE IEX is desirable, and strong data analysis and Excel skills are essential.

Qualifications

• GCSE English and Maths at grade C+ or equivalent.
• Experience in contact centre planning or scheduling.

Responsibilities

• Create and maintain accurate staff schedules using the ICC’s WFM.
• Balance operational performance with staff wellbeing in scheduling decisions.
• Monitor compliance with the Working Time Directive and manage data.
• Collaborate with managers to ensure workforce data accuracy and support scheduling activities.

Skills

Scheduling experience

Attention to detail

Analytical skills

Communication skills

Excel skills

Education

GCSE English & Maths

Tools

Microsoft Excel

Job description

North West Ambulance Service NHS Trust is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling across our Integrated Contact Centre teams. This role embeds resource planning best practice to make a real difference for emergency and urgent service teams.

Hybrid working is available with a minimum of two days in the office per week; experience with WFM/NICE IEX is desirable, and strong data analysis and Excel skills are essential.