CEGA employs a wide range of roles on a variety of full, part-time, fixed term and seasonal contracts.
Due to our continued success and growth we are seeking new team members to fill the following roles:
Workforce Management Specialist (CEGA0175)
Role: Resource Planner
Location: Bournemouth, Dorset
Hours: 09:00am - 5:30pm, Monday - Friday, some flexibility on start & finish times
Salary: £22.9k - £25k per annum + Benefits
Reports to: Workforce Management Team Leader
We are looking for an experienced Resource Planner to be responsible for real-time and intraday management of resources to ensure the correct number of agents at the right times are available to answer an accurately forecasted volume of incoming verbal and written customer communication. The successful candidate will be responsible for the real time management of intraday workflows, booking off-phone activities on the day and assisting with the delivery of key targets including call answer rates and agent adherence. They will be expected to work closely with Team Leaders and their teams, to monitor operational performance, identify and manage any issues, taking measures to ensure service stability, making recommendations to ensure service levels are met and providing performance summaries.
Experience & Skills
(E) - Essential, (D) - Desireable
Benefits of working for Cega Group:
Agencies: We are fortunate enough to receive some really great direct applications, so at this time we will not be engaging or accepting any unsolicited CV's from agencies.