ICC Scheduling Analyst

Job overview

*Please be advised that this advert may close early if we receive a high volume of applications *

*Previous applicants who have applied in the past 6 months, need not apply*

Job Title: ICC Scheduling Analyst

Location: Middlebrook

Band: 4

Salary: £27,485 - £30,162

Job Type: x4 Secondments

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. These secondments will support the team with migrating rosters from GRS into NICE WFM.

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.

Detailed job description and main responsibilities

Due to existing practices that are being phased out, some unsocial hours may be required but will no longer be available once remaining areas have migrated onto NICE WFM.

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.

Recruitment Campaign Dates:

Advertising - 06.12.2025 - 18.12.2022

Interviews: TBC