This ICC Scheduling Analyst post sits within the Integrated Contact Centre teams of North West Ambulance Service NHS Trust, supporting scheduling for emergency and urgent services. The role builds and maintains accurate staff rotas in the ICC's workforce management system, balancing operational needs against staff wellbeing while tracking shrinkage and Working Time Directive compliance. There are no unsocial hours, and once established the role offers hybrid working with at least two office days a week.
What the job involves
- Create and maintain accurate staff schedules using the ICC's workforce management system
- Balance operational performance with staff wellbeing in all scheduling decisions
- Monitor compliance with the Working Time Directive
- Manage shrinkage data
- Work with managers to keep workforce data accurate
- Support scheduling of activities such as training and meetings
Qualifications
- GCSE English and Mathematics at grade C or above, or equivalent
- Equivalent experience in contact centre planning or scheduling
Experience
- Experience working with a workforce management tool
- Experience managing and maintaining rotas or schedules
- Experience working in a contact centre setting
Skills & knowledge
- Strong verbal and written communication with good interpersonal skills
- Effective influencing skills, championing resource planning best practice
- Proactive, solution-focused approach, working on own initiative
- Ability to prioritise and manage conflicting demands on time
- Comfortable handling numbers and analysing complex data
- Outstanding attention to detail
Other
- Working together to meet departmental objectives and key performance indicators
- Positive, can-do approach to challenges
- Professional and adaptable, doing what is right rather than what is easy
Nice to have
- NICE IEX experience
- Proficiency in Microsoft Excel, including formulas and pivot tables
- Experience in an NHS or emergency service setting
What’s offered
- Hybrid working once established, with a minimum of two office days a week
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Contact Details:
The Methodist Church in Britain Recruitment Team
