Real Time Analyst Glasgow   £17000 - £20000 per annum + 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:     25-Mar-2010

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