Job overview
Job Title: ICC Capacity Forecasting 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 Forecasting Analyst to support 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 practice and 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 scheduling.
• 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.

Detailed job description and main responsibilities
Please see Job Description on advert 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 criteria

• 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
Essential criteria

• Degree or significant relevant experience in statistical analysis and contact centre planning
• Industry recognised qualifications in resource planning is desirable

Experience

• Essential criteria
• 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
• Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)

Reference checks - This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours  for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.

Find out more & apply now