Job Description

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 to lead 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 best practice at North West Ambulance Service and to make a real difference with our emergency and urgent service teams.



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 Engagement Tool. Support recruitment and training plans through robust capacity planning. Lead and develop a team of analysts, promoting continuous improvement and inclusive leadership. 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.

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.



Please see attached 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