ICC Forecasting Manager (Band 6) - Adhoc ICC - North West Ambulance Service NHS Trust

North West Ambulance Service NHS Trust; Horwich; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

North West Ambulance Service NHS Trust is looking for an ICC Forecasting Manager to oversee forecasting and capacity planning in their Integrated Contact Centre. This role involves delivering precise forecasts, supporting recruitment efforts, and leading a dedicated team of analysts. Candidates should have strong experience with workforce management tools and advanced analytical skills.

Benefits

Pension scheme

Up to 33 days annual leave

Training and development opportunities

Access to NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Qualifications

• Strong WFM experience as a manager.
• Proven forecasting and planning expertise.
• World-class analytical and leadership skills.

Responsibilities

• Deliver accurate long and short-term forecasts for inbound telephony and back-office teams.
• Support recruitment and training plans through robust capacity planning.
• Lead and develop a team of analysts.

Skills

Workforce management (WFM)

Forecasting

Analytical skills

Leadership

Advanced Excel skills

Job description

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

Job overview

Job Title: ICC Forecasting Manager

Location: Middlebrook

Hours Per Week: 37.5 hours

Job Type: 1 x Permanent

North West Ambulance Service is seeking a highly skilled and experienced ICC Forecasting Manager tolead a workforce forecasting and capacity planning function across our Integrated Contact Centre (ICC)teams. This is an exciting opportunity to play a fundamental role in embedding resource planning bestpractice at North West Ambulance Service and to make a real difference with our emergency and urgentservice teams.

Main duties of the job

ICC Forecasting Manager

Key Responsibilities :

· Deliver accurate long and short-term forecasts for inbound telephony and back-office teams

· Maximise the potential of the WFM system (preferably NICE IEX) and Employee EngagementTool.

· Support recruitment and training plans through robust capacity planning.

· Lead and develop a team of analysts, promoting continuous improvement and inclusiveleadership.

· Collaborate across Forecasting & Scheduling to respond to demand changes and ensure data-driven decision-making.

What You’ll Bring:

· Strong WFM experience at a manager level, NICE IEX experience highly desirable

· Proven forecasting and planning expertise in both telephony and back-office functions.

· World-class analytical and leadership skills.

· Advanced Excel skills.

Working for our organisation

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Detailed job description and main responsibilities

Please see attached Job Description for further information about this role.

There are no unsocial hours required as part of this role, working hours will be within standard corporate business hours. The team work in a flexible way with hybrid working available. Estuary Point can be considered as a base site; however, the wider team will be based at Middlebrook. Travel may be required at times between the ICC sites.

If you have any questions about this exciting opportunity, please contact the recruiting manager, Sarah Wilson - ICC Senior Resource and Planning Manager

Recruitment Campaign :

• Advertised from Friday 13th June until Sunday 29th June 2025
• Shortlisting - 3rd July 2025
• SJT Deadline - 13th July 2025
• Simulation Date - 16th July 2025
• Professional Discussion - 16th July 2025

Person specification

• Expert in resource planning and forecasting methodologies, excellent forecasting ambassador for Resource Planning and Forecasting team
• Excellent interpersonal skills, able to engage with all levels of hierarchy at their level of understanding
• Supportive and inclusive approach to line managing a team of analysts
• Thorough and methodical in approach to managing processes and providing assurance in quality of team’s work
• Very strong analytical and problem-solving skills, with a proactive and solution focused approach to tackling issues whilst working on own initiative
• Able to work effectively as part of a team to achieve departmental and organisational objectives and key performance indicators
• Strong and effective communicator, both verbal and written, with ability to interpret technical detail in plain English to key stakeholders and challenge stakeholders at all levels as required to safeguard ICC performance
• Excellent interpersonal skills to develop and maintain excellent working relationships with colleagues at all levels
• Effective engagement and influencing skills, whilst championing key resource planning concepts and best practice
• Exceptional attention to detail, with a “right first time” attitude in making quality of work a priority and seeking opportunities to gather feedback
• Ability to think holistically to understand wider implications and risks, supported by good commercial and financial awareness
• Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
• Able to write clear and concise reports relating to workforce management information
• Lives and breathes Be Think Do leadership, is an inclusive and compassionate leader

Qualification and Knowledge

Experience

• Has experiencing managing processes within a workforce management tool
• Has leadership experience within a contact centre setting, with experience line managing a team in a resource planning setting
• Has experience managing large data sets in Microsoft Excel with ability to create reports using complex formulas and pivot tables, with experience in macros and Power Query desirable
• Has experience working within the NHS or Local Authority
• Has experience of data management and analysis to inform decision making

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)

Reference checks - Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.

Employer certification / accreditation badges

Name Sarah Wilson Job title ICC Senior Resource and Planning Manager Email address [e-mail]