ICC Forecasting Manager
Location
Horwich, England, United Kingdom
Posted At
6/13/2025
Advertise with us by contacting: [email protected]
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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
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.
For further details / informal visits contact: Name: Sarah Wilson Job title: ICC Senior Resource and Planning Manager Email address: [email protected]
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.
- 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.
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.
For further details / informal visits contact: Name: Sarah Wilson Job title: ICC Senior Resource and Planning Manager Email address: [email protected]
Advertise with us by contacting: [email protected]
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