Real Time Analyst (Part Time Evenings) Glasgow   £17000 - £20000 per annum + (Pro rata)Bonus + Benefits

Eden Scott are currently recruiting for an experienced Real Time Analyst to work for Glasgows leading outsourcers based in central Glasgow.

RESPONSIBILITIES •

Collating and providing MI reports as and when required

Updating the workforce management system with holidays, absence, overtime, etc

Liaising closely with operational management team

Processing holiday requests

Determining overtime requirements for the operational team to deliver

Continuously develop processed and best practices to improve service and delivery within the contact centre

SKILLS REQUIRED

Previous experience as a Real Time Analyst within a contact centre

Experience in the use of Avaya, Totalview, CC Pulse

The ability to influence others

Excellent communication skills

A sound understanding of the dynamics involved in the call flow and agent resourcing of a contact centre

Strong analytical and report writing skills

To apply can you forward you CV or call 0141 4101024

Job Reference:   15323

Closing Date:     22-Mar-2010

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