Create and maintain accurate staff schedules using the ICC's WFM.
Balance operational performance with staff wellbeing in all scheduling decisions.
Monitor compliance with the Working Time Directive and manage shrinkage data
Collaborate with managers to ensure workforce data accuracy and support scheduling activities like training and meetings, 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'.

Experience working of scheduling on a WFM, NICE IEX experience highly desirable
Outstanding attention to detail.
Positive can-do approach to challenges
Excellent analytical skills are essential
There are no unsocial hours required as part of this role. Once established in role, hybrid working will be available with a requirement of a minimum of 2 days in the office per week. Estuary Point can be considered as a base site, but the wider team will be based at Middlebrook and travel may be required at times between the ICC sites, 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
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
Proactive and solution focused approach to tackling issues, working on own initiative
Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
Comfortable handling numbers and analysing complex data or information
Proficiency in Microsoft Excel, ability to create reports using in-built features such as formulas and pivot tables is desirable, Minimum of English & Mathematics GCSE at Grade C and above or equivalent qualifications
Equivalent experience in contact centre planning or scheduling
Has experience working with a workforce management tool
Has experience in managing and maintaining rotas or schedules
Has experience of working in a contact centre setting, experience in an NHS or emergency service setting is desirable
Working together - supporting others by working across boundaries and breaking down silos
Being at our best - professional and adaptable and takes pride in work
Making a difference - do what is right, not what is easy

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