ICC Capacity Planning Analyst

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., 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.

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.

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.