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North West Ambulance Service is seeking a highly skilled and experienced ICC Forecasting Manager tolead a workforce forecasting and capacity planning function across our Integrated Contact Centre (ICC)teams. This is an exciting opportunity to play a fundamental role in embedding resource planning bestpractice at North West Ambulance Service and to make a real difference with our emergency and urgentservice teams.
Main duties of the job
ICC Forecasting Manager
Key Responsibilities:
· Deliver accurate long and short-term forecasts for inbound telephony and back-office teams
· Maximise the potential of the WFM system (preferably NICE IEX) and Employee EngagementTool.
· Support recruitment and training plans through robust capacity planning.
· Lead and develop a team of analysts, promoting continuous improvement and inclusiveleadership.
· Collaborate across Forecasting & Scheduling to respond to demand changes and ensure data-driven decision-making.
What You’ll Bring:
· Strong WFM experience at a manager level, NICE IEX experience highly desirable
· Proven forecasting and planning expertise in both telephony and back-office functions.
· World-class analytical and leadership skills.
· Advanced Excel skills.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Person specification
* Expert in resource planning and forecasting methodologies, excellent forecasting ambassador for Resource Planning and Forecasting team
* Excellent interpersonal skills, able to engage with all levels of hierarchy at their level of understanding
* Supportive and inclusive approach to line managing a team of analysts
* Thorough and methodical in approach to managing processes and providing assurance in quality of team’s work
* Very strong analytical and problem-solving skills, with a proactive and solution focused approach to tackling issues whilst working on own initiative
* Able to work effectively as part of a team to achieve departmental and organisational objectives and key performance indicators
* Strong and effective communicator, both verbal and written, with ability to interpret technical detail in plain English to key stakeholders and challenge stakeholders at all levels as required to safeguard ICC performance
* Excellent interpersonal skills to develop and maintain excellent working relationships with colleagues at all levels
* Effective engagement and influencing skills, whilst championing key resource planning concepts and best practice
* Exceptional attention to detail, with a “right first time” attitude in making quality of work a priority and seeking opportunities to gather feedback
* Ability to think holistically to understand wider implications and risks, supported by good commercial and financial awareness
* Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
* Able to write clear and concise reports relating to workforce management information
* Lives and breathes Be Think Do leadership, is an inclusive and compassionate leader
Qualification and Knowledge
Experience
* Has experiencing managing processes within a workforce management tool
* Has leadership experience within a contact centre setting, with experience line managing a team in a resource planning setting
* Has experience managing large data sets in Microsoft Excel with ability to create reports using complex formulas and pivot tables, with experience in macros and Power Query desirable
* Has experience working within the NHS or Local Authority
* Has experience of data management and analysis to inform decision making
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