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Job Title: ICC Capacity Forecasting Analyst
Location: Middlebrook
Hours Per Week: 37.5 hours
Job Type: 1 x Permanent
North West Ambulance Service is seeking a highly skilled and proactive ICC Forecasting Analyst tosupport short- and medium-term forecasting on WFM across our Integrated Contact Centre (ICC) teams.
This is an exciting opportunity to play a fundamental role in embedding resource planning best practiceand to make a real difference with our emergency and urgent service teams.
Main duties of the job
ICC Forecasting Analyst
Key Responsibilities:
· Generate accurate forecasts using historical data and best-in-class forecasting methodologies.
· Maintain and update forecasts within the workforce management tool to support effective
· Interpret complex data and communicate insights clearly to non-technical stakeholders.
· Identify opportunities to improve forecasting practices and support operational efficiency.
· Build strong, collaborative relationships across the ICC, promoting best practice and continuous
improvement.
What You’ll Bring:
· Strong resource planning and WFM experience, NICE IEX experience highly desirable
· Ability to challenge constructively and influence decision-making.
· World-class analytical and communication 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
* Ability to create and maintain large databases with outstanding attention to detail and capability to identify patterns to support making recommendations to enable efficiencies and/or improve forecasts
* Solid understanding of specialist expertise in forecasting methodologies to underpin comprehensive and accurate forecasts to achieve against external service levels and KPIs
* 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
* 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
Qualification and Knowledge
* Degree or significant relevant experience in statistical analysis and contact centre planning
* Industry recognised qualifications in resource planning is desirabl
Experience
* Has experience working with a workforce management tool
* 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 of creating forecasts as part of a resource planning team, experience in an NHS or emergency service setting is desirable
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