ICC Scheduling Analyst: WFM & Data-Driven Planning

North West Ambulance Service Nhs Trust; Bolton; On-site; GBP 26,000 - 34,000; Full time

Job summary

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

You will create and maintain staff rosters using the ICC's WFM, balance performance with staff wellbeing, and monitor Working Time Directive compliance.

Qualifications

• Create and maintain accurate staff schedules using the ICC's WFM.
• Experience with scheduling on a WFM; NICE IEX experience highly desirable.
• 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.
• Outstanding attention to detail.
• Positive can-do approach to challenges.
• Excellent analytical skills are essential

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.

Job description

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

You will create and maintain staff rosters using the ICC's WFM, balance performance with staff wellbeing, and monitor Working Time Directive compliance.