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- Tasks: Create and manage staff schedules for our Integrated Contact Centre teams.
- Company: Join North West Ambulance Service, providing vital emergency services 24/7.
- Benefits: Enjoy flexible working options and the chance to make a real impact.
- Why this job: Be part of a team that saves lives and supports community health.
- Qualifications: GCSEs in English and Maths required; experience with scheduling tools preferred.
- Other info: Ideal for detail-oriented individuals passionate about resource planning.
The predicted salary is between 36000 - 60000 £ per year.
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NWAS is seeking 5x detail-focused ICC Scheduling Analysts to support effective scheduling across ourIntegrated Contact Centre (ICC) teams. This is an exciting opportunity to play a fundamental role inembedding resource planning best practice and to make a real difference with our emergency and urgentservice teams.
Main duties of the job
Scheduling Analyst
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 activitieslike training and meetings.
What You’ll Bring:
· Experience working of scheduling on a WFM, NICE IEX experience highly desirable
· Outstanding attention to detail.
· Excellent analytical skills.
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.
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
Qualifications
- 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
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ICC Scheduling Analyst employer: North West Ambulance Service NHS Trust
Contact Detail:
North West Ambulance Service NHS Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICC Scheduling Analyst
✨Tip Number 1
Familiarise yourself with workforce management tools, especially NICE IEX, as this is highly desirable for the role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the necessary software.
✨Tip Number 2
Highlight your attention to detail in any conversations or networking opportunities. You can do this by sharing specific examples of how you've successfully managed schedules or data in previous roles, showcasing your analytical skills.
✨Tip Number 3
Connect with current or former employees of North West Ambulance Service NHS Trust on professional networking sites. Engaging with them can provide you with insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to discuss how you balance operational performance with staff wellbeing. Think of scenarios where you've had to make tough scheduling decisions and be ready to explain your thought process and the outcomes.
We think you need these skills to ace ICC Scheduling Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially with workforce management tools and scheduling. Emphasise your attention to detail and analytical skills, as these are crucial for the ICC Scheduling Analyst role.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key responsibilities mentioned in the job description. Explain how your previous experiences align with the needs of the North West Ambulance Service and demonstrate your understanding of resource planning best practices.
Showcase Relevant Skills: In your application, clearly outline your proficiency in Microsoft Excel and any experience you have with NICE IEX or similar WFM tools. Provide examples of how you've successfully managed schedules or rotas in past roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for this position.
How to prepare for a job interview at North West Ambulance Service NHS Trust
✨Showcase Your Attention to Detail
As an ICC Scheduling Analyst, attention to detail is crucial. Be prepared to discuss specific examples from your past experiences where your meticulous nature made a difference in scheduling or data management.
✨Demonstrate Analytical Skills
Highlight your analytical skills by discussing how you've used data to inform scheduling decisions. Bring examples of how you’ve balanced operational performance with staff wellbeing in previous roles.
✨Familiarise Yourself with WFM Tools
Since experience with workforce management tools is essential, make sure to brush up on any relevant software you’ve used, especially NICE IEX. Be ready to explain how you’ve utilised these tools effectively in your previous positions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential scheduling conflicts and how you would resolve them while maintaining compliance with the Working Time Directive.
