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ICC Capacity Planning Analyst

North West Ambulance Service NHS Trust
This job is closed to applications
Medical Protection Advertisement

Location
Salary
£29,970 - £36,483 per annum
Profession
Administrative and IT
Grade
Band 5
Deadline
29 Jun 2025
Contract Type
Permanent
Posted Date
12 Jun 2025

Job overview

Job Title: ICC Capacity Planning Analyst

Location: Middlebrook

Band: 5 Salary: £31,049 - £37,796

Hours Per Week: 37.5 hours

Job Type: 1 x Permanent

North West Ambulance Service is seeking a highly skilled and proactive ICC Capacity Planning Analyst

to support strategic workforce forecasting and capacity planning 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 of the job

Key Responsibilities:

  • Develop and maintain accurate long- and short-term capacity plans using the ICC’s workforce management tool.
  • Monitor and update key metrics such as shrinkage, attrition, and forecasted volumes.
  • Collaborate with stakeholders to align long term plans with operational changes and strategic goals.
  • Identify risks, escalate issues, and highlight impacts on KPIs and performance.
  • Promote best practices and build strong, empathetic relationships across the ICC.

What You’ll Bring:

  • Strong resource planning and WFM experience, NICE IEX experience highly desirable
  • Ability to challenge constructively and influence decision-making.
  • World-class analytical and communication skills.
  • Advanced Excel skills.

Detailed job description and main responsibilities

Please see attached Job Description for further information about this role.

There are no unsocial hours required as part of this role, working hours will be within standard corporate business hours. The team work in a flexible way with hybrid working available. Estuary Point can be considered as a base site; however, the wider team will be based at Middlebrook. Travel may be required at times between the ICC sites.

If you have any questions about this exciting opportunity, please contact the recruiting manager, Sarah Wilson - ICC Senior Resource and Planning Manager

Recruitment Campaign:

  • Advertised from Friday 13th June until Sunday 29th June 2025
  • Shortlisting - 4th July 2025
  • Professional Discussion - 18th July 2025