Real-Time Analyst: Optimize Contact Centre Staffing & SLAs

Lantern; Leeds; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

10% annual bonus

25 days holiday

On-site parking

Job summary

Lantern is seeking a proactive Real Time Analyst to join our Resource Planning team in Leeds. You will ensure the contact centre has the right people with the right skills at the right time, handling scheduling, shrinkage, real-time performance and efficiency to meet customer demand and service levels.

You will collaborate with Operations and Resource Planning, maintain skills matrices, coordinate training, and leverage data insights to drive operational excellence and excellent customer

Qualifications

• 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.

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

Analytical skills

Advanced Excel

Reporting

Stakeholder management

Decision making

Tools

Tableau

MaxContact

SQL

Job description

Lantern is seeking a proactive Real Time Analyst to join our Resource Planning team in Leeds. You will ensure the contact centre has the right people with the right skills at the right time, handling scheduling, shrinkage, real-time performance and efficiency to meet customer demand and service levels.

You will collaborate with Operations and Resource Planning, maintain skills matrices, coordinate training, and leverage data insights to drive operational excellence and excellent customer