About this role
Salary: £26,000 - 26,000 per year
Requirements: Experience in workforce planning, real-time analysis or resource planning within a contact centre environmentStrong analytical and reporting skills, with advanced Excel capabilityExperience using data visualisation and reporting tools such as Tableau, MaxContact or SQLExcellent communication and stakeholder management skillsAbility to work under pressure and make informed decisions quicklyUnderstanding of contact centre operations, resource planning and regulatory requirementsKnowledge of OFCOM regulations and FCA-regulated environments is desirable Responsibilities: Create and maintain shift patterns and workforce schedulesMonitor real-time performance and make adjustments to meet service levelsManage shrinkage, including holidays, absence and non-working daysAnalyse contact centre demand trends and support resource planningSchedule training and optimise non-productive timeMaintain workforce management systems, skills matrices and reportingProduce and present analysis and recommendations to stakeholdersIdentify and address performance risks against KPIs and SLAsCollaborate with operational teams to maximise resource utilisationEnsure compliance with OFCOM, FCA and company standardsSupport a rolling six-week plan, maintain skills matrices, coordinate training schedules and use data insights to drive operational efficiency and excellent customer outcomes Technologies: ExcelSupportSQLTableau More:
Were looking for a proactive and analytical Real Time Analyst to join our Resource Planning team, reporting to the Resource Planning Lead. The role is hybrid, working between Leeds LS1 and LS28, with a salary of £26,000 plus a 10% bonus. At Lantern, were a market-leading specialist Debt Purchaser and Service Provider focused on customers who need a truly human touch. Were known for our empathetic, bespoke approach to customer communications. Over the past 17 years, weve built a reputation were proud of, with awards including Investors in Customer and Investors in People GOLD.
last updated 39 week of 2026