ICC Scheduling Manager

Job overview

North West Ambulance Service is seeking a highly skilled and experienced ICC Scheduling Managers to lead the creation and optimisation of staff schedules 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

Key Responsibilities:

• Oversee scheduling operations using the ICC’s workforce management tool.
• Ensure accuracy, policy compliance, and performance optimisation in all schedules.
• Provide expert advice to stakeholders on staffing requirements, abstractions, and shrinkage.
• Lead and develop a team of Scheduling Analysts, promoting a positive and inclusive culture.
• Act as a key resource planning ambassador, promoting efficiencies and processes for the betterment of the service

Essential skills required for the role:

• Strong WFM & resource planning experience at a manager level, NICE IEX experience highly desirable
• Proven scheduling and planning expertise in a contact centre setting.
• World-class analytical and leadership skills.
• Advanced Excel skills

Detailed job description and main responsibilities

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.

Please ensure that you have read and understood the job description and person specification before applying.

Key Dates;

Assessment Centre - 7th May 2026

Professional Discussion - 8th May 2026