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Job requirements
Essential
4 listedRequirements the employer expects applicants to meet.
- Experience
Awareness of core concepts of contact centre planning including: Service level and intra-day management
- Experience
Knowledge or experience of statistical analysis.
- Qualifications
GCSE (Grades A-C) or higher/equivalent in Maths and English or relevant knowledge of workforce management, specifically intraday management
- Qualifications
GCSE (Grades A-C) or higher/equivalent in ICT/Computing or demonstrable skills in Microsoft Excel gained through relevant experience.
Desirable
4 listedAdditional qualities the employer would prefer.
- Experience
Experience of planning/Intraday Management within a contact centre environment
- Experience
Experience of analysis and reporting of contact centre performance.
- Qualifications
A-Level qualification in a relevant business discipline or significant relevant experience of data analysis.
- Qualifications
ECDL
Job overview
An exciting opportunity has arisen to work in our Emergency Operations Centre (EOC), based at Ambulance Headquarters - Newcastle, as a Workforce Planning Support Analyst.
1 x Permanent
As a member of the Workforce Scheduling and Planning Team, the post holder will provide vital support to the Workforce Planning Analysts (Scheduling and Forecasting) to enable successful delivery of service across all work streams, this includes but is not limited to, 999, 111, Patient Transport Services and the Integrated Urgent Care Clinical Assessment Service.
The post holder will also be responsible for providing insights on actual performance vs forecast, working closely with colleagues within the workforce planning team, and using this analysis to build recommendations around future performance.
Your expertise across a multi-site, multi-skilled environment will be essential to support the Trust in delivering to stretching standards and targets all designed to ensure patient safety.
Main duties of the job
Workforce Planning Support Analyst
The Workforce Planning Support Analyst will be the first point of contact for scheduling queries that fall outside of the long-term scheduling remit, (>6 weeks), and will assist the team in maintaining the working pattern flexibility across all work streams, the optimisation of resources, shrinkage management and delivery of service on a daily basis. The Workforce Planning Analyst will bear responsibility for escalations in poor performance or business continuity situations and will maintain the daily action log for analysis when required
Detailed job description and main responsibilities
For full duties and responsibilities of the role please refer to the attached job description and person specification.
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Applying for this NHS job
This advert is for Workforce Planning Support Analyst with North East Ambulance Service NHS Foundation Trust in Newcastle upon Tyne, England. It is listed as a Band 4 Analyst role. The advertised salary is £27,485 - £30,162 Plus Unsocial Hours Payments as per Section 2 NHS T&Cs. The contract type is Permanent. The application deadline is 21 Oct 2026.
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