Job summary
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
About us
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.
Job description
Job 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.
Job description
Job 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
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
Person Specification
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
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
