Technical Support & Planning Analyst

The Call Centre Resource Planner & IT Support Specialist will be responsible for both planning and optimising resource allocation for the call centre's sales agents, as well as providing first-line IT support to ensure the smooth operation of IT infrastructure, telephony systems, and network resources. This dual-role position requires a strong understanding of staffing needs, scheduling along with the technical expertise to support and troubleshoot IT systems that are critical to call centre operations., Resource Planning & Scheduling:

• Resource Allocation and Scheduling: Develop and manage daily, weekly, and monthly staffing schedules for sales agents based on forecasted call volume and business needs. Ensure that shifts are properly covered, including agent availability for planned time off, training, and breaks.
• Forecasting and Demand Planning: Work closely with sales teams and leadership to forecast call volumes, sales targets, and staffing needs. Analyse historical data and trends to predict call volume fluctuations and resource requirements, adjusting staffing plans accordingly.
• Peak Period Management: Anticipate busy periods (e.g., seasonal peaks, promotions) and plan staffing levels to maximise sales opportunities while maintaining customer service levels.

Continuous Improvement:

• Process Optimisation: Continuously assess the resource planning process, identifying opportunities to improve staffing efficiency and sales productivity. Stay up-to-date with industry best practices, new technologies, and trends to optimise both resource management and agent performance.

IT Support & Infrastructure Management:

• IT Infrastructure Support: Provide first-line support for the call centre's IT infrastructure, ensuring that systems, networks, and hardware are fully operational. Assist in configuring, deploying, and monitoring IT systems, including computers, telephony equipment, workstations, and software applications.
• System Integration: Ensure seamless integration of software platforms (CRM, telephony, workforce management) to support operational efficiency and improve agent performance.
• Issue Escalation: Report and escalate issues related to hardware, software, or network infrastructure to senior IT support when necessary, ensuring timely resolution and minimal downtime.

Telephony & Network Systems Management:

• Telephony Systems Support: Provide first-line support for the setup, maintenance, and performance of telephony systems. Manage call routing configurations, queue management, and basic troubleshooting of telephony-related issues.
• System Monitoring: Monitor the performance of telephony and network systems, ensuring optimal functionality. Troubleshoot and resolve any technical issues, such as call disruptions or system errors, escalating more complex issues to senior support when required.

IT Support & Troubleshooting:

• Technical Support: Serve as the first point of contact for technical issues faced by call centre staff, including hardware, software, and network-related problems.
• Ticket Management: Manage IT-related support tickets and requests, prioritising issues based on urgency and ensuring timely resolution.
• Self-Service Support: Provide troubleshooting guidance to agents and create/update internal knowledge bases to assist with self-service solutions, driving continuous improvement.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * Experience: Proven experience in resource planning, workforce management, and IT support in a call centre or similar fast-paced environment.

• Technical Skills: Basic understanding of IT infrastructure, telephony systems (e.g., VoIP, PBX), and CRM or workforce management software. Knowledge of network troubleshooting and system integration is beneficial.
• Organisational Skills: Strong organisational and time-management abilities, with experience in managing schedules and optimising staffing based on forecasts.
• Communication Skills: Excellent interpersonal and communication skills for collaborating with cross-functional teams and handling enquiries from agents and leadership.
• Problem-Solving: Strong analytical and problem-solving abilities to address both resource planning and technical issues efficiently.

Desirable Skills:

• Familiarity with call centre resource planning software (e.g., NICE, Aspect, Verint) and IT service management tools (e.g., Jira, ServiceNow).
• Proficiency with Windows, macOS.
• Experience with Microsoft 365, Active Directory.
• Understanding of call centre metrics and performance indicators, such as SLAs, AHT.

This combined role emphasises a balance between resource planning and staffing management alongside providing essential IT support and troubleshooting. It ensures that the call centre can operate smoothly from both an operational and technological perspective, with a focus on improving efficiency and service delivery., * A-Level or equivalent (preferred)