RESOURCE PLANNER & WFM ANALYST

• Salary up to £30,000
• Discretionary bonus for doing a great job (up to 10% of salary).
• Hybrid working (Pudsey or Leeds)
• Benefits: Healthcare/ life assurance / wellbeing apps / Perkbox/ gym discounts/ retail discounts/ free on-site parking.
• Breakfast bar, fruit, free drinks
• Long term incentive scheme.
• 33 days annual leave (incl: public holidays) – rising to 36 with LOS.
• An amazing culture where you can get involved in all sorts of cultural activities, celebrations, parties, recognition awards,
• Paid volunteering opportunities to spend time with Lantern’s recognised charity.
  Lantern are growing! We’ve recently opened a new office in Leeds City Centre and are looking for a Resource Planner & WFM Analyst to join the team during this exciting period of growth.

As the Resource planner and WFM analyst 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 and you will need to engage stakeholders and create processes to manage and regularly review.
Day-to-day you will work closely with the Performance and Resource Manager, HR, Recruitment, Head of Operations and Operations Director to ensure we are fully optimised for the next 12 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 Performance and Resource Manager, 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 WFM tools.