Real Time Analyst
| Posting date: | 20 August 2025 |
|---|---|
| Salary: | £26,000 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 18 September 2025 |
| Location: | Pudsey, West Yorkshire, LS28 6AT |
| Company: | Lantern UK |
| Job type: | Permanent |
| Job reference: | 1132414 |
Summary
Real Time Analyst
Salary £26,000 plus up to a 10% bonus paid annually
A wealth of benefits including:
Retail and wellbeing Perks
Bonus schemes
Life insurance
33 days holiday (rising to 36 with service)
Enhanced maternity and paternity pay
We’re closed on bank holidays
Healthcare and wellbeing services
24/7 access to a GP line
Dental / optical financial support
Hybrid working
Gym discounts
Up to 8% employer contribution to your pension pot
About the role
As a Real Time Analyst joining the team at Lantern, reporting into the Resource Planning Lead. You will play a key part in managing and creating rotational shift patterns and creating shift and rotations to address any operational gaps and service needs, adapting plans “real time”. Management of planned and unplanned shrinkage including holiday, absence, time off and NWD will be within your remit
Day-to-day you will work closely with the Resource Planning Lead, and Operations Team Leaders to ensure we are fully optimised for the next 6 weeks schedules. This will be supplemented by maintaining the accuracy of our skills matrix, future training tasks and plans, bridging gaps in utilisation and ensuring our pipeline for upskilling staff is optimised. Alongside achieving telephony KPI’s such as abandoned rate %, adherence to Ofcom regulations for inbound and outbound channels is essential.
Reporting into the Resource Planning Lead, the role holder must have strong communication negotiations, mathematical and excel skills, with a proven track record of achieving high standards and KPI’s by optimising scheduling tools.
About you
As the Real Time Analyst you will:
Maintain rotational and headcount shift patterns
Analyse contact centre call delivery patterns to understand demand and recommend improvements and build into future recruitment plans
Integrate data from real time analysis into schedule production
Scheduling training and optimising non-productive time
Work with stakeholders across the business to identify potential peaks and troughs in workload, volumes, or resources. To reduce risk and impact to customer service and operational costs
Shrinkage management and working closely with the Resource Planning Lead and the wider Operations teams
Proactive management of holiday and seasonal time off strategies
Manage the day-to-day contact centre platform through real time monitoring and maximising resource available
Use trend analysis and real time data to improve call handle time and shrinkage forecast
Produce consistent and accurate schedules from production, with low levels of schedule errors that require minimum adjustments
Manage the skills and domain information within the WFM tool and managing changes and adjustments as and when required
Presentation of data and information to direct line managers and other senior stakeholders telling a story confidently, producing reporting analysis on the spot
Proactively observe and monitor team and department performance against KPI’s and SLA’s. Taking appropriate and timely actions to remedy any negative trends or shortfalls in expected performance results
Adhere to HR policies and procedures ensuring a fair and consistent approach to managing service
Maintain own mandatory training, product knowledge testing and annual attestation requirements
Work collaboratively with Managers and peers to plan, manage and optimise team capacity, and deployment of activities to meet customer demand and business needs
Support Manager and peers, helping to embed change and best practices
Create an inclusive and caring environment where all representatives feel welcomed, valued and able to contribute as an individual. Ensure everyone values differences and treat both colleagues and customers as individuals
Work in a culture where team morale and motivation is high, making a difference together and delivering a consistent approach
To take responsibility for risk and compliance within the remit of your role
About Lantern
We’re a market leader in acquiring and managing vulnerable customers, helping them to find an affordable solution and sustainable pathway to clearing their outstanding debts. Having built a solid reputation for being the specialist in our sector, we’ve won some pretty impressive GOLD standard awards over several years from “Investors in People” and “Investor in Customers”.
Interested? Apply today and be part of Lantern’s exciting growth!
Due to the nature of our business, all offers of employment are subject to background and vetting checks, including employment references, DBS (basic), credit file search, PEP and financial sanctions searches.
Salary £26,000 plus up to a 10% bonus paid annually
A wealth of benefits including:
Retail and wellbeing Perks
Bonus schemes
Life insurance
33 days holiday (rising to 36 with service)
Enhanced maternity and paternity pay
We’re closed on bank holidays
Healthcare and wellbeing services
24/7 access to a GP line
Dental / optical financial support
Hybrid working
Gym discounts
Up to 8% employer contribution to your pension pot
About the role
As a Real Time Analyst joining the team at Lantern, reporting into the Resource Planning Lead. You will play a key part in managing and creating rotational shift patterns and creating shift and rotations to address any operational gaps and service needs, adapting plans “real time”. Management of planned and unplanned shrinkage including holiday, absence, time off and NWD will be within your remit
Day-to-day you will work closely with the Resource Planning Lead, and Operations Team Leaders to ensure we are fully optimised for the next 6 weeks schedules. This will be supplemented by maintaining the accuracy of our skills matrix, future training tasks and plans, bridging gaps in utilisation and ensuring our pipeline for upskilling staff is optimised. Alongside achieving telephony KPI’s such as abandoned rate %, adherence to Ofcom regulations for inbound and outbound channels is essential.
Reporting into the Resource Planning Lead, the role holder must have strong communication negotiations, mathematical and excel skills, with a proven track record of achieving high standards and KPI’s by optimising scheduling tools.
About you
As the Real Time Analyst you will:
Maintain rotational and headcount shift patterns
Analyse contact centre call delivery patterns to understand demand and recommend improvements and build into future recruitment plans
Integrate data from real time analysis into schedule production
Scheduling training and optimising non-productive time
Work with stakeholders across the business to identify potential peaks and troughs in workload, volumes, or resources. To reduce risk and impact to customer service and operational costs
Shrinkage management and working closely with the Resource Planning Lead and the wider Operations teams
Proactive management of holiday and seasonal time off strategies
Manage the day-to-day contact centre platform through real time monitoring and maximising resource available
Use trend analysis and real time data to improve call handle time and shrinkage forecast
Produce consistent and accurate schedules from production, with low levels of schedule errors that require minimum adjustments
Manage the skills and domain information within the WFM tool and managing changes and adjustments as and when required
Presentation of data and information to direct line managers and other senior stakeholders telling a story confidently, producing reporting analysis on the spot
Proactively observe and monitor team and department performance against KPI’s and SLA’s. Taking appropriate and timely actions to remedy any negative trends or shortfalls in expected performance results
Adhere to HR policies and procedures ensuring a fair and consistent approach to managing service
Maintain own mandatory training, product knowledge testing and annual attestation requirements
Work collaboratively with Managers and peers to plan, manage and optimise team capacity, and deployment of activities to meet customer demand and business needs
Support Manager and peers, helping to embed change and best practices
Create an inclusive and caring environment where all representatives feel welcomed, valued and able to contribute as an individual. Ensure everyone values differences and treat both colleagues and customers as individuals
Work in a culture where team morale and motivation is high, making a difference together and delivering a consistent approach
To take responsibility for risk and compliance within the remit of your role
About Lantern
We’re a market leader in acquiring and managing vulnerable customers, helping them to find an affordable solution and sustainable pathway to clearing their outstanding debts. Having built a solid reputation for being the specialist in our sector, we’ve won some pretty impressive GOLD standard awards over several years from “Investors in People” and “Investor in Customers”.
Interested? Apply today and be part of Lantern’s exciting growth!
Due to the nature of our business, all offers of employment are subject to background and vetting checks, including employment references, DBS (basic), credit file search, PEP and financial sanctions searches.