ACCA is committed to a workplace culture which is inclusive, diverse, human and connected. We welcome applications from candidates who meet some but not all of the criteria listed below. We’re currently looking for a Resource Coordinator on a full time permanent basis. This position sits within the Planning & Service Improvement team. The role will be primarily based at our Glasgow office, with homeworking as an option. The job Reporting to the Resource Planning manager, on a day-to-day basis, you’ll be involved in the following: Produce daily and weekly reports, highlighting key call outs in performance or intake volumes. Effective management of delivering medium-term resourcing against forecasts Responsible for short term intraday forecasting Analyse variances in actual vs forecast performance. Feeding back learning into re-forecasting and sharing findings to drive performance improvements and KPI/ SLA achievement. Call queue/ dashboard monitoring of unplanned shrinkage, and reason code statuses to maintain KPIs. Review work force behaviours such as adherence, occupancy, interval reporting, productivity, and utilisation Real time multi site monitoring. Monitor and action the CS Resource Planning inbox. Process and track all OT requests – monitor against budget. The person We’re looking for someone who: Has a high level of competence in Microsoft Excel . Has experience of working with WFM tools such as NICE or Verint ( essential ). Has a strong ability to produce, analyse and present data across a variety of ACCA data sources . Strong stakeholder management skills for both internal and external (outsourcer) customers . Strong communication skills both verbal and written . Strong attention to detail with ability to provide accurate analysis at all times . Has the ability to multi-task effectively, working to various deadlines. Ability to work well both as part of a team and in isolation with different work requests . Our Benefits We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme. We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees. Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more You can also enjoy exclusive access to our discount site and wellbeing centre platform. We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life. Interested in this role? Please click to submit your application.