Role: ICC Scheduling Manager
Advertised by: North West Ambulance Service
Location: Horwich, Bolton
Salary: £39,959 – £48,117 per annum
Closing date: 26/04/2026 23:59
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.
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