ICC Forecasting Manager

Job overview

Job Title: ICC Forecasting Manager

Location: Middlebrook

Band: 6 Salary: £38,682 - £46,580

Hours Per Week: 37.5 hours

Job Type: 1 x Permanent

North West Ambulance Service is seeking a highly skilled and experienced ICC Forecasting Manager to lead a workforce forecasting and capacity planning function across our Integrated Contact Centre (ICC) teams. This is an exciting opportunity to play a fundamental role in embedding resource planning best practice at North West Ambulance Service and to make a real difference with our emergency and urgent service teams.

Main duties of the job

ICC Forecasting Manager

Key Responsibilities:

• Deliver accurate long and short-term forecasts for inbound telephony and back-office teams
• Maximise the potential of the WFM system (preferably NICE IEX) and Employee Engagement Tool.
• Support recruitment and training plans through robust capacity planning.
• Lead and develop a team of analysts, promoting continuous improvement and inclusive leadership.
• Collaborate across Forecasting & Scheduling to respond to demand changes and ensure data-driven decision-making.

What You’ll Bring:

• Strong WFM experience at a manager level, NICE IEX experience highly desirable
• Proven forecasting and planning expertise in both telephony and back-office functions.
• World-class analytical and leadership 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 - 3rd July 2025
• SJT Deadline - 13th July 2025
• Simulation Date - 16th July 2025
• Professional Discussion - 16th July 2025