Job summary
Job Title: ICC Capacity Planning Analyst
Location: Middlebrook
Band: 5 Salary: £31,049 - £37,796
Hours Per Week: 37.5 hours
Job Type: 1 x Permanent
North West Ambulance Service is seeking a highly skilled and proactive ICC Capacity Planning Analyst
to support strategic workforce forecasting and capacity planning 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.
Main duties of the job
Key Responsibilities:
Develop and maintain accurate long- and short-term capacity plans using the ICC's workforcemanagement tool.
Monitor and update key metrics such as shrinkage, attrition, and forecasted volumes.
Collaborate with stakeholders to align long term plans with operational changes and strategicgoals.
Identify risks, escalate issues, and highlight impacts on KPIs and performance.
Promote best practices and build strong, empathetic relationships across the ICC.
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.
About us
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.
Job description
Job responsibilities
Please see attached Job Description for further information about this role.
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.
If you have any questions about this exciting opportunity, please contact the recruiting manager, Sarah Wilson - ICC Senior Resource and Planning Manager
Recruitment Campaign:
- Advertised from Friday 13th June until Sunday 29th June 2025
- Shortlisting - 4th July 2025
- Professional Discussion - 18th July 2025
Job description
Job responsibilities
Please see attached Job Description for further information about this role.
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.
If you have any questions about this exciting opportunity, please contact the recruiting manager, Sarah Wilson - ICC Senior Resource and Planning Manager
Recruitment Campaign:
- Advertised from Friday 13th June until Sunday 29th June 2025
- Shortlisting - 4th July 2025
- Professional Discussion - 18th July 2025
Person Specification
Skills / Competencies
Essential
- 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 complex capacity planning methodologies and Erlang modelling to underpin comprehensive and accurate forecasts to achieve against external service levels and KPIs
- Ability to turn strategy into detailed forecasted projections with sound assumptions
- Effective at proactively engaging with key stakeholders to represent Resource Planning & Forecasting, ensuring the team is sighted on changes expected to impact forecasts
- 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 feedbac
- 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
Essential
- Degree or significant relevant experience in statistical analysis and capacity planning
- Degree or significant relevant experience in statistical analysis and capacity planning
Experience
Essential
- 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 capacity plans as part of a resource planning team, experience in an NHS or emergency service setting is desirable
Person Specification
Skills / Competencies
Essential
- 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 complex capacity planning methodologies and Erlang modelling to underpin comprehensive and accurate forecasts to achieve against external service levels and KPIs
- Ability to turn strategy into detailed forecasted projections with sound assumptions
- Effective at proactively engaging with key stakeholders to represent Resource Planning & Forecasting, ensuring the team is sighted on changes expected to impact forecasts
- 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 feedbac
- 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
Essential
- Degree or significant relevant experience in statistical analysis and capacity planning
- Degree or significant relevant experience in statistical analysis and capacity planning
Experience
Essential
- 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 capacity plans as part of a resource planning team, experience in an NHS or emergency service setting is desirable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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