ICC Scheduling Manager
Horwich, Bolton
North West Ambulance Service NHS Trust is seeking a highly skilled and experienced ICC Scheduling Manager 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 and to make a real difference with our emergency and urgent service teams.
Closing date: 26/04/2026 23:59
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
* 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.
Qualifications & Experience
* Experience managing processes within a workforce management tool.
* Leadership experience within a contact centre setting, with line‑management experience in a resource planning environment.
* Experience managing large data sets in Microsoft Excel, including complex formulas, pivot tables, macros, and Power Query (desirable).
* Experience working within the NHS or Local Authority.
* Data management and analysis experience to inform decision‑making.
Person Specification
* Expertise in resource planning and scheduling methodologies.
* Excellent interpersonal skills, able to engage with all levels of hierarchy.
* Supportive and inclusive approach to line‑managing a team of analysts.
* Outstanding role model of Trust values and behaviours, tackling behaviour of others without hesitation.
* Methodical approach to managing processes and ensuring quality of team work.
* Strong analytical and problem‑solving skills, proactive and solution‑focused.
* Able to work effectively as part of a team to achieve departmental and organisational objectives and KPIs.
* Strong and effective communicator, both verbal and written, with ability to interpret technical detail in plain English to key stakeholders.
* Effective engagement and influencing skills, championing key resource planning concepts and best practice.
* Exceptional attention to detail, with a “right‑first‑time” attitude.
* Ability to think holistically to understand wider implications and risks, with commercial and financial awareness.
* Flexible approach to prioritise tasks and manage conflicting demands.
* Ability to write clear and concise reports relating to workforce management information.
* Lives and breathes Be Think Do leadership and is an inclusive and compassionate leader.
Values and Behaviours
* Working together – supporting others by working across boundaries and breaking down silos.
* Being at our best – professional, adaptable, and taking pride in work.
* Making a difference – do what is right, not what is easy.
Benefits
* Pension scheme.
* Up to 33 days of annual leave (exclusive of bank holidays).
* Training and development opportunities.
* Access to NHS discounts.
* Car lease scheme.
* Cycle to work scheme.
* NHS mortgages and childcare vouchers.
Equal Opportunities
North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria. We will not tolerate discrimination on any of the following grounds: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, trade union activity, or political beliefs, or any other grounds.
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