ICC Scheduling Analyst
North West Ambulance Service NHS Trust
Middlebrook, Bolton, BL6 6PQView on map(opens Google Maps in a new tab)
Salary
£28,392 to £31,157
Contract
Permanent
Hours
Not specified
Closing date
29 October 2026
10 days leftJob description
NWAS is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling across our Integrated Contact Centre (ICC) teams. This is an e...
- 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
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.
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.
Skills / competencies
Essential
- 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
Essential: - Minimum of English & Mathematics GCSE at Grade C and above or equivalent qualifications; - Equivalent experience in contact centre planning or scheduling
Experience
Essential
- 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
Essential
- 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
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
19 October 2026
Last checked
19 October 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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