ICC Scheduling Analyst

The Methodist Church in Britain; Low Bolton; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working (two office days)

Job summary

North West Ambulance Service NHS Trust is seeking a Scheduling Analyst to join the Integrated Contact Centre teams, supporting scheduling for emergency and urgent services. You will build and maintain accurate staff rotas in the ICC's workforce management system, balancing operational needs with staff wellbeing.

This hybrid role requires attention to detail, data analysis, and the ability to work with managers to keep workforce data accurate, while monitoring Working Time Directive compliance

Qualifications

• GCSE English and Mathematics at grade C or above, or equivalent
• Equivalent experience in contact centre planning or scheduling

Responsibilities

• Create and maintain accurate staff schedules using the ICC's workforce management system
• Balance operational performance with staff wellbeing in all scheduling decisions
• Monitor compliance with the Working Time Directive
• Manage shrinkage data
• Work with managers to keep workforce data accurate
• Support scheduling of activities such as training and meetings

Skills

Verbal and written communication

Interpersonal skills

Influencing skills

Proactive / initiative

Time management

Numerical data analysis

Attention to detail

Education

GCSE English and Mathematics at grade C or above or equivalent

Equivalent experience in contact centre planning or scheduling

Tools

Workforce management tool

Microsoft Excel (formulas & pivot tables)

Job description

This ICC Scheduling Analyst post sits within the Integrated Contact Centre teams of North West Ambulance Service NHS Trust, supporting scheduling for emergency and urgent services. The role builds and maintains accurate staff rotas in the ICC's workforce management system, balancing operational needs against staff wellbeing while tracking shrinkage and Working Time Directive compliance. There are no unsocial hours, and once established the role offers hybrid working with at least two office days a week.

What the job involves

• Create and maintain accurate staff schedules using the ICC's workforce management system
• Balance operational performance with staff wellbeing in all scheduling decisions
• Monitor compliance with the Working Time Directive
• Manage shrinkage data
• Work with managers to keep workforce data accurate
• Support scheduling of activities such as training and meetings

Qualifications

• GCSE English and Mathematics at grade C or above, or equivalent
• Equivalent experience in contact centre planning or scheduling

Experience

• Experience working with a workforce management tool
• Experience managing and maintaining rotas or schedules
• Experience working in a contact centre setting

Skills & knowledge

• Strong verbal and written communication with good interpersonal skills
• Effective influencing skills, championing resource planning best practice
• Proactive, solution-focused approach, working on own initiative
• Ability to prioritise and manage conflicting demands on time
• Comfortable handling numbers and analysing complex data
• Outstanding attention to detail

Other

• Working together to meet departmental objectives and key performance indicators
• Positive, can-do approach to challenges
• Professional and adaptable, doing what is right rather than what is easy

Nice to have

• NICE IEX experience
• Proficiency in Microsoft Excel, including formulas and pivot tables
• Experience in an NHS or emergency service setting

What’s offered

• Hybrid working once established, with a minimum of two office days a week