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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