Real-Time Analyst: Optimize Contact Centre Staffing & SLAs

Lantern is seeking a proactive Real Time Analyst to join our Resource Planning team in Leeds. You will ensure the contact centre has the right people with the right skills at the right time, handling scheduling, shrinkage, real-time performance and efficiency to meet customer demand and service levels.

You will collaborate with Operations and Resource Planning, maintain skills matrices, coordinate training, and leverage data insights to drive operational excellence and excellent customer

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