At a Glance
- Tasks: Create and manage staff schedules to support our emergency services.
- Company: Join the North West Ambulance Service, a vital part of the NHS.
- Benefits: Competitive salary, diverse workplace, and guaranteed interviews for disabled applicants.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in emergency services while developing your scheduling skills.
- Qualifications: Experience with workforce management tools and strong attention to detail required.
The predicted salary is between 28392 - 31157 € per year.
North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and 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, political beliefs, or any other grounds.
Job Purpose: 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:
- 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 such as training and meetings.
What You’ll Bring:
- Experience working with scheduling on a WFM; NICE IEX experience is highly desirable.
- Outstanding attention to detail.
- Positive can-do approach to challenges.
- Excellent analytical skills.
Working for our organisation: North West Ambulance Service NHS Trust provides 24 hour, 365 days a year emergency services to those in need of urgent medical treatment and transport. Our staff provide life-saving care in the community and transfer patients to hospital or to a place of care as needed. We also deliver non-emergency patient transport services and support NHS 111 in the North West.
Qualifications and Experience:
- Essential criteria – Qualifications: Minimum of English equivalent experience in contact centre planning or scheduling.
- Essential criteria – Experience: Has experience working with a workforce management tool; has experience in managing and maintaining rotas or schedules; experience in a contact centre setting (NHS or emergency service setting desirable).
- Skills / competencies: Able to work effectively as part of a team; strong verbal and written communication; excellent interpersonal skills; proactive and solution-focused; flexible; comfortable handling numbers and data; proficiency in Microsoft Excel with reporting (formulas and pivot tables) desirable.
Other information: There are notes related to employment checks, right to work, references, DBS where applicable, occupational health, and vaccination guidance. For details, please refer to the NHS Employment Checks Standards.
ICC Scheduling Analysts employer: The Forum
North West Ambulance Service NHS Trust is an exceptional employer, dedicated to fostering a diverse and inclusive work environment in Horwich, Bolton. With a strong commitment to employee wellbeing and professional development, we offer competitive salaries and a supportive culture that values teamwork and innovation. Join us to make a meaningful impact in emergency services while enjoying opportunities for growth and a guaranteed interview scheme for disabled applicants.
StudySmarter Expert Advice🤫
We think this is how you could land ICC Scheduling Analysts
✨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 about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to scheduling and workforce management. We can even role-play with a friend to boost our confidence and nail those tricky scenarios.
✨Tip Number 3
Show off our analytical skills! Bring examples of how we've used data to improve scheduling in past roles. This will demonstrate our attention to detail and problem-solving abilities, which are key for the ICC Scheduling Analyst role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, we can keep track of our application status easily!
We think you need these skills to ace ICC Scheduling Analysts
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the ICC Scheduling Analyst role. Highlight your experience with workforce management tools and any relevant contact centre experience. 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 the role and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Attention to Detail:As an ICC Scheduling Analyst, attention to detail is key. Make sure your application is free from typos and errors. We appreciate candidates who take the time to double-check their work!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way to ensure your application gets to us directly and is considered promptly. Don’t miss out on this opportunity!
How to prepare for a job interview at The Forum
✨Know Your Scheduling Tools
Familiarise yourself with workforce management tools, especially NICE IEX if you can. Be ready to discuss your experience with scheduling and how you've used these tools in previous roles. This shows you're not just a good fit but also proactive about the technical aspects of the job.
✨Showcase Your Attention to Detail
As an ICC Scheduling Analyst, attention to detail is crucial. Prepare examples from your past work where your meticulous nature made a difference, whether it was in managing schedules or ensuring compliance with regulations. This will highlight your suitability for the role.
✨Demonstrate Your Analytical Skills
Be prepared to discuss how you've used data to inform your scheduling decisions. Bring examples of how you've balanced operational performance with staff wellbeing, and how your analytical skills have led to improved outcomes in your previous roles.
✨Emphasise Team Collaboration
This role requires working closely with managers and teams. Think of instances where you've successfully collaborated with others to achieve a common goal. Highlight your communication skills and how you can contribute positively to the team dynamic at North West Ambulance Service.
