REAL TIME ANALYST - Glasgow Glasgow   <£20,000 per annum plus bonus, fantastic benefits and working environment

We are currently recruiting for an experienced  Real Time Analyst to work for this well-established, renowned contact centre based in Glasgow.  The reason for this opportunity is a result of continued growth in the market place. 

JOB DESCRIPTION

As a Real Time Analyst, you will be responsible for

• 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

WHO WE'RE LOOKING FOR

In order to be considered for this role, you must have

• 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

HOW TO  APPLY

Please email your CV to this posting or to emma.loudon@hudson.com or call Emma on 0141 240 2410

Job Reference:   UK590874

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