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Careers at CEGA

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)



£22,900 - £25,000/annum + Benefits

Job Location
- United Kingdom -- England -- South West England -- Dorset -- Bournemouth

Job Type

16 February 2019

Role: Resource Planner

Location: Bournemouth, Dorset

Contract: Permanent

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


The role:

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

  • Minimum of 1 year of workforce management experience in a multi-channel contact centre environment (E)
  • Analytical and numerate (E)
  • Excellent communication skills (E)
  • Customer focused (E)
  • Ability to work independently with minimal supervision (E)
  • Ability to multi-task and prioritise multiple streams of high priority work (E)
  • Experience using the Teleopti WFM system (D)

(E) - Essential, (D) - Desireable


Benefits of working for Cega Group:

  • Free on-site parking
  • Free mini-bus service from Bournemouth Town Centre
  • Free annual travel insurance (subject to qualifying criteria)
  • Contributory pension scheme
  • Bespoke training and personal devlopment through our L&D Department
  • Salary supplements for using an additional language
  • 20 days holiday a year, plus 8 days bank holiday.
  • Staff Discount portal
  • Bonus scheme
  • Cycle to work scheme
  • Corporate membership to BH Live Gym
  • Variety of events and fun activities through The Social Club

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.


The personal data you provide in your application and as part of the recruitment process will only be held and processed to facilitate the recruitment process for the particular position you have applied for, or for any future suitable vacancies. Your data may be used to assess your application for employment at CEGA Group, conduct reference checks and to inform you of further career opportunities. Please visit, to view CEGA's full privacy policy.



Contact information

Kris Mason

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