Analyst

Lantern

Leeds

On-site

GBP 23,000 - 29,000

Full time

2 days ago

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Benefits offered by this job

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Job summary

Lantern is seeking a proactive Real Time Analyst to join our Resource Planning team in Leeds. You will help ensure the contact centre has the right people, with the right skills, at the right time, by monitoring real-time performance and managing schedules.

You will work with Operations and Resource Planning to drive efficiency, maintain skills matrices, and support training. The role requires strong analytics, stakeholder communication, and adherence to regulatory standards.

Qualifications

Experience in workforce planning, real-time analysis or resource planning within a contact centre environment.
Advanced Excel capability and strong analytical/reporting skills.
Experience with data visualisation and reporting tools such as Tableau, MaxContact or SQL.

Responsibilities

Create and maintain shift patterns and workforce schedules.
Monitor real-time performance and make adjustments to meet service levels.
Manage shrinkage, including holidays, absence and non-working days.
Analyse contact centre demand trends and support resource planning.
Schedule training and optimise non-productive time.
Maintain workforce management systems, skills matrices and reporting.
Produce and present analysis and recommendations to stakeholders.
Identify and address performance risks against KPIs and SLAs.
Collaborate with operational teams to maximise resource utilisation.
Ensure compliance with OFCOM, FCA and company standards.

Skills

Workforce planning

Real-time analysis

Resource planning

Analytical skills

Excel

Tableau

SQL

Stakeholder management

Tools

Tableau

MaxContact

SQL

Job description

About the Role

We're looking for a proactive and analytical Real Time Analyst to join our Resource Planning team. Reporting to the Resource Planning Lead, you'll play a key role in ensuring the contact centre has the right people, with the right skills, at the right time.

You'll be responsible for workforce scheduling, managing planned and unplanned shrinkage, monitoring real-time performance, and ensuring resources are optimised to meet customer demand and service level targets.

Working closely with Operations and Resource Planning teams, you'll support a rolling six-week plan, maintain skills matrices, coordinate training schedules, and use data insights to drive operational efficiency and excellent customer outcomes.

Key Responsibilities

Create and maintain shift patterns and workforce schedules.
Monitor real-time performance and make adjustments to meet service levels.
Manage shrinkage, including holidays, absence and non-working days.
Analyse contact centre demand trends and support resource planning.
Schedule training and optimise non-productive time.
Maintain workforce management systems, skills matrices and reporting.
Produce and present analysis and recommendations to stakeholders.
Identify and address performance risks against KPIs and SLAs.
Collaborate with operational teams to maximise resource utilisation.
Ensure compliance with OFCOM, FCA and company standards.

What We're Looking For

Experience in workforce planning, real-time analysis or resource planning within a contact centre environment.
Strong analytical and reporting skills, with advanced Excel capability.
Experience using data visualisation and reporting tools such as Tableau, MaxContact or SQL.
Excellent communication and stakeholder management skills.
Ability to work under pressure and make informed decisions quickly.
Understanding of contact centre operations, resource planning and regulatory requirements.
Knowledge of OFCOM regulations and FCA-regulated environments is desirable.

Why Join Lantern?