Real Time Analyst

Salary: £26,000 - 26,000 per year

Requirements:

• 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

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
• Support a rolling six-week plan, maintain skills matrices, coordinate training schedules and use data insights to drive operational efficiency and excellent customer outcomes

Technologies:

• Excel
• Support
• SQL
• Tableau

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