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 40 week of 2026
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Contact Details:
Lantern Debt Recovery Services Limited Recruitment Team
