Job summary
Job Title: ICC Forecasting Manager
Location: Middlebrook
Band: 6 Salary: £38,682 - £46,580
Hours Per Week: 37.5 hours
Job Type: 1 x Permanent
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.
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 - 3rd July 2025
- SJT Deadline - 13th July 2025
- Simulation Date - 16th July 2025
- Professional Discussion - 16th 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 - 3rd July 2025
- SJT Deadline - 13th July 2025
- Simulation Date - 16th July 2025
- Professional Discussion - 16th July 2025
Person Specification
Skills / Competencies
Essential
- 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
Essential
- Post graduate level qualification or equivalent experience
- Post graduate level qualification or equivalent experienc
Experience
Essential
- 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
Person Specification
Skills / Competencies
Essential
- 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
Essential
- Post graduate level qualification or equivalent experience
- Post graduate level qualification or equivalent experienc
Experience
Essential
- 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
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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