ICC Scheduling Analyst

North West Ambulance Service NHS Trust; Bolton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider is seeking 5 ICC Scheduling Analysts to enhance scheduling across the Integrated Contact Centre. This role involves creating staff schedules, managing compliance, and ensuring operational efficiency while supporting staff well-being. Ideal candidates will possess strong analytical skills and experience in workforce management.

Qualifications

• Experience in scheduling with a workforce management tool.
• Effective team player and communicator.
• Ability to handle numbers and analyze complex data.

Responsibilities

• Create and maintain accurate staff schedules using the ICC's WFM.
• Monitor compliance with the Working Time Directive.
• Collaborate with managers to ensure workforce data accuracy.

Skills

Attention to detail

Analytical skills

Effective communication

Proficiency in Microsoft Excel

Education

GCSE English & Mathematics at Grade C or above

Job description

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NWAS is seeking 5x detail-focused ICC Scheduling Analysts to support effective scheduling across ourIntegrated Contact Centre (ICC) teams. This is an exciting opportunity to play a fundamental role inembedding resource planning best practice and to make a real difference with our emergency and urgentservice teams.

Main duties of the job

Scheduling Analyst

Key Responsibilities:

· Create and maintain accurate staff schedules using the ICC’s WFM.

· Balance operational performance with staff wellbeing in all scheduling decisions.

· Monitor compliance with the Working Time Directive and manage shrinkage data.

· Collaborate with managers to ensure workforce data accuracy and support scheduling activitieslike training and meetings.

What You’ll Bring:

· Experience working of scheduling on a WFM, NICE IEX experience highly desirable

· Outstanding attention to detail.

· Excellent analytical 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.

Person specification

• 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
• 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
• Proactive and solution focused approach to tackling issues, working on own initiative
• Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
• Comfortable handling numbers and analysing complex data or information
• Proficiency in Microsoft Excel, ability to create reports using in-built features such as formulas and pivot tables is desirable

Qualifications

• Minimum of English & Mathematics GCSE at Grade C and above or equivalent qualifications
• Equivalent experience in contact centre planning or scheduling

Experience

• Has experience working with a workforce management tool
• Has experience in managing and maintaining rotas or schedules
• Has experience of working in a contact centre setting, experience in an NHS or emergency service setting is desirable