Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and optimise staff schedules for our Integrated Contact Centre teams.
- Company: Join the North West Ambulance Service, a diverse and inclusive NHS Trust.
- Benefits: Enjoy up to 33 days annual leave, NHS discounts, and professional development opportunities.
- Why this job: Make a real difference in emergency services while developing your leadership skills.
- Qualifications: Strong experience in workforce management and scheduling, with excellent analytical skills.
- Other info: Be part of a supportive team that values collaboration and innovation.
The predicted salary is between 39959 - 48117 £ per year.
North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, trade union activity, or political beliefs – or any other grounds.
Job Overview
North West Ambulance Service is seeking a highly skilled and experienced ICC Scheduling Manager to lead the creation and optimisation of staff schedules across our Integrated Contact Centre (ICC) teams. This role plays a fundamental part in embedding resource planning best practice and supports the delivery of emergency and urgent services.
Key Responsibilities
- Oversee scheduling operations using the ICC’s workforce management tool.
- Ensure accuracy, policy compliance, and performance optimisation in all schedules.
- Provide expert advice to stakeholders on staffing requirements, abstractions, and shrinkage.
- Lead and develop a team of Scheduling Analysts, promoting a positive and inclusive culture.
- Act as a key resource planning ambassador, promoting efficiencies and processes for the betterment of the service.
Essential Skills and Experience
- Strong WFM and resource planning experience at a manager level; NICE IEX experience highly desirable.
- Proven scheduling and planning expertise in a contact centre setting.
- World‑class analytical and leadership skills.
- Advanced Excel skills.
- Post‑graduate level qualification or equivalent experience.
- Management qualification or equivalent experience.
- Experience managing processes within a workforce management tool.
- Leadership experience within a contact centre setting, line managing a team in a resource planning setting.
- Experience managing large data sets in Microsoft Excel, including pivot tables, macros, and Power Query.
- Experience working within the NHS or Local Authority.
- Experience of data management and analysis to inform decision making.
Values and Behaviours
- Working together – supporting others across boundaries and breaking down silos.
- Being at our best – professional, adaptable, taking pride in work.
- Making a difference – doing what is right, not what is easy.
Benefits
Benefits include a pension scheme, up to 33 days annual leave (exclusive of bank holidays), training and development opportunities, NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages, and Childcare Vouchers.
ICC Scheduling Manager in Horwich employer: The Forum
Contact Detail:
The Forum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICC Scheduling Manager in Horwich
✨Tip Number 1
Network like a pro! Reach out to current or former employees at North West Ambulance Service on LinkedIn. A friendly chat can give us insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to scheduling and resource management. We can even role-play with a friend to boost our confidence and refine our answers.
✨Tip Number 3
Showcase your analytical skills during the interview. Bring examples of how you've used data to make decisions in previous roles. This will demonstrate our expertise and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we can keep track of our application status easily.
We think you need these skills to ace ICC Scheduling Manager in Horwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ICC Scheduling Manager role. Highlight your WFM and resource planning experience, especially if you've worked in a contact centre before. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can make a difference at North West Ambulance Service. Be sure to mention any relevant leadership experience and your commitment to inclusivity.
Showcase Your Analytical Skills: Since this role requires strong analytical skills, don’t forget to mention your experience with data management and tools like Excel. If you've used pivot tables or macros, let us know! We love seeing those details.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s straightforward and ensures your application gets to the right place. Plus, we’re excited to see what you bring to the table!
How to prepare for a job interview at The Forum
✨Know Your WFM Tools
Familiarise yourself with workforce management tools, especially NICE IEX, as this is crucial for the ICC Scheduling Manager role. Be ready to discuss your experience with these tools and how you've used them to optimise scheduling in previous positions.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in a contact centre setting. Discuss how you've developed teams and fostered a positive culture, as this aligns with the values of North West Ambulance Service.
✨Master Excel Like a Pro
Brush up on your advanced Excel skills, including pivot tables, macros, and Power Query. Be prepared to demonstrate your ability to manage large data sets and how you've used data analysis to inform decision-making in past roles.
✨Embrace the Values
Understand and embody the values of working together, being at your best, and making a difference. Think of specific instances where you've demonstrated these behaviours in your work, as they are key to the culture at North West Ambulance Service.