ICC Scheduling Analyst
Advertised by: North West Ambulance ServiceLocation: Middlebrook, BoltonSalary: £28,392 – £31,157 per annumClosing date: 19/06/2026 23:59
North West Ambulance Service NHS Trust is an Equal Opportunities Employer and is committed to diversity and anti‑racist practice. The Trust encourages applications from all backgrounds and reserves the right to close this vacancy early if a large number of applications are received.
Benefits: 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.
Job overview
NWAS seeks a detail‑focused ICC Scheduling Analyst to support effective scheduling across our Integrated Contact Centre (ICC) teams, embedding resource planning best practice and supporting emergency and urgent service teams.
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 such as training and meetings.
What You’ll Bring
- Experience working with scheduling on a WFM; NICE IEX experience highly desirable.
- Outstanding attention to detail.
- Positive can‑do approach to challenges.
- Excellent analytical skills.
- No unsocial hours required. Hybrid working available with a minimum of 2 days in the office per week; travel may be required between ICC sites.
Detailed responsibilities
- 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 prioritising tasks and managing conflicting demands to deliver objectives.
- Comfortable handling numbers and analysing complex data and information.
- Proficiency in Microsoft Excel, ability to create reports using in‑built features such as formulas and pivot tables desirable.
Qualification and knowledge
- Minimum of English & Mathematics GCSE at Grade C and above, or equivalent qualification.
- Equivalent experience in contact centre planning or scheduling.
- Experience working with a workforce management tool.
- Experience in managing and maintaining rotas or schedules.
- Experience of working in a contact centre setting; NHS or emergency service setting experience desirable.
Values and behaviours
- Working together – supporting others by working across boundaries and breaking down silos.
- Being at our best – professional, adaptable and takes pride in work.
- Making a difference – do what is right, not what is easy.
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