Real-Time Workforce Analyst: Optimize Service Levels

Lantern; Leeds; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

On-site parking

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

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.