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  • Ref no: GLA05864
  • Published: 6/1/2020
  • Closes: 20/1/2020
  • Location: 40 John Street, Glasgow, G1 1JL
  • Salary: £20,218.89 - £22,071.00 per year
  • Contract Type: Permanent
  • Position Type: Full Time
  • Hours: 35 hours per week

Applications for this job cannot be made online. Please refer to the advert for further information.

Job Description

We invite applications for opportunities within Glasgow City Council's Customer Contact Centre (CCC), presently based at 40 John Street Glasgow. The roles are CA3, Grade 4 and permanent positions. The hours of work are 35 hours per week variable shift pattern earliest shift start is 08:00, latest shift finish is 18:00 Monday to Friday. The CCC handles a large volume of incoming telephone enquiries for Glasgow City Council and the Glasgow family. The role of Real Time Analyst is to review the incoming call volumes and ensure that the available resource is deployed appropriately to meet the incoming demand within service level.

The Real Time Role is pivotal to the success of the operation and requires a high degree of flexibility, managing multiple tasks simultaneously, and highlight any challenges and issue regular reports to highlight the current performance. The role will also require you to highlight all issues that impact the performance on the account, and escalate these to the appropriate management level alongside proposed solutions to mitigate any risk to the council.

The successful candidates should be able to work under pressure and will have an excellent analytical skills, be proficient with Microsoft Office packages, particularly excel, excellent interpersonal and communication skills and the ability to react to and influence the operation requirements to ensure we continue to meet the need of the customers.

Please note this is a re advertisement and previous applicants should not re-apply.

If you would like any further information on these opportunities, please contact John McLuskie Customer Operations Manager 287 9431

Application Packs

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, Audio and other languages. To request an alternative Application Pack please phone 0141 287 1054. Packs will be posted out to you within 3 working days of receiving your telephone request. Please note the closing date of the job advert to ensure that you give yourself plenty of time to complete your application form and return it to us.

Further Information

For further information about working for us please refer to our website Working for us 

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