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Job requirements
Essential
16 listedRequirements the employer expects applicants to meet.
- Experience
Has experience working with a workforce management tool
- Experience
Has experience in managing and maintaining rotas or schedules
- Experience
Has experience of working in a contact centre setting, experience in an NHS or emergency service setting is desirable
- Skills / competencies
Able to work effectively as part of a team to achieve departmental and organisational objectives and key performance indicators
- Skills / competencies
Strong and effective communicator, both verbal and written
- Skills / competencies
Excellent interpersonal skills to develop and maintain excellent working relationships with colleagues at all levels
- Skills / competencies
Effective engagement and influencing skills, whilst championing key resource planning concepts and best practice
- Skills / competencies
Proactive and solution focused approach to tackling issues, working on own initiative
- Skills / competencies
Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
- Skills / competencies
Comfortable handling numbers and analysing complex data or information
- Skills / competencies
Proficiency in Microsoft Excel, ability to create reports using in-built features such as formulas and pivot tables is desirable
- Values and behaviours
Working together – supporting others by working across boundaries and breaking down silos
- Values and behaviours
Being at our best – professional and adaptable and takes pride in work
- Values and behaviours
Making a difference – do what is right, not what is easy
- Qualification and knowledge
Minimum of English & Mathematics GCSE at Grade C and above or equivalent qualifications
- Qualification and knowledge
Equivalent experience in contact centre planning or scheduling
Desirable
Not listed in the available specification.
Job overview
NWAS is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling 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:
- 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 like training and meetings
What You’ll Bring:
- Experience working of scheduling on a WFM, NICE IEX experience highly desirable
- Outstanding attention to detail.
- Positive can-do approach to challenges.
- Excellent analytical skills are essential
Detailed job description and main responsibilities
There are no unsocial hours required as part of this role. Once established in role, hybrid working will be available with a requirement of a minimum of 2 days in the office per week. Estuary Point can be considered as a base site, but the wider team will be based at Middlebrook and travel may be required at times between the ICC sites.
Please ensure that you have read and understood the job description and person specification before applying.
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Applying for this NHS job
This advert is for ICC Scheduling Analyst with North West Ambulance Service NHS Trust in Bolton, England. It is listed as a Band 4 Analyst role. The advertised salary is £28392.00 to £31157.00. The contract type is Permanent. The application deadline is 29 Oct 2026.
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