Hybrid ICC Scheduling Analyst | WFM Specialist

North West Ambulance Service; Horwich; Hybrid; GBP 25,000 - 36,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an ICC Scheduling Analyst to support scheduling across the Integrated Contact Centre (ICC) teams. The role focuses on embedding resource planning best practices to assist emergency and urgent service teams.

Key responsibilities include creating and maintaining staff schedules via the ICC’s WFM, balancing performance with staff wellbeing, and ensuring compliance with the Working Time Directive.

Qualifications

• Experience scheduling on a WFM; NICE IEX experience desirable.
• Outstanding attention to detail.
• Excellent analytical skills are essential.
• Positive can-do approach to challenges.

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 shrinkage data.
• Collaborate with managers to ensure workforce data accuracy and support scheduling activities like training and meetings.

Skills

WFM scheduling

Attention to detail

Analytical skills

Positive can-do approach

NICE IEX experience

Tools

NICE IEX

Job description

North West Ambulance Service NHS Trust is seeking an ICC Scheduling Analyst to support scheduling across the Integrated Contact Centre (ICC) teams. The role focuses on embedding resource planning best practices to assist emergency and urgent service teams.

Key responsibilities include creating and maintaining staff schedules via the ICC’s WFM, balancing performance with staff wellbeing, and ensuring compliance with the Working Time Directive.