ICC Scheduling Analysts

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.