ICC Scheduling Analyst

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 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.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can 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

NWAS is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling across our Integrated Contact Centre (ICC) teams. This is an exciting opportunity to play a fundamental role in embedding resource planning best practice and to make a real difference with our emergency and urgent service teams

Main duties of the job

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 activities like training and meetings

What You’ll Bring:

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

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

There are no unsocial hours required as part of this role. Once established in role, hybrid working will be available with a requirement of a minimum of 2 days in the office per week. Estuary Point can be considered as a base site, but the wider team will be based at Middlebrook and travel may be required at times between the ICC sites.

Please ensure that you have read and understood the job description and person specification before applying.

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

Qualification and knowledge

• 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

Values and behaviours

• Working together – supporting others by working across boundaries and breaking down silos
• Being at our best – professional and adaptable and takes pride in work
• Making a difference – do what is right, not what is easy

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.

A valid right to work and identity check

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.