Cx Resource Planner

**The Opportunity**

Veolia is seeking a dynamic and experienced CX Resource Planner to join our team and take charge of our contact centre’s seamless operations. You will be at the forefront of forecasting, planning, managing, and optimising resource allocation across various service functions. From Frontline to Sales & Onboarding, Back Office, and Premium Care, you’ll play a vital role in ensuring our customers receive exceptional experiences.

If you thrive in a fast-paced, customer-centric environment and have a proven track record in resource planning and operations management, we want to hear from you

**What’s on offer**
- Flexible working environment
- Collaborative and supportive team environment
- Professional growth and development opportunities
- The chance to shape the future of Veolia CX Contact Centre's resource planning and workforce management practices, from the ground up.
- Demonstrate your commitment to being a hands-on leader who isn't afraid to get their hands dirty in the day-to-day operational challenges, while also steering us towards a successful WFM practice
- Become a pivotal change champion, leading the charge to increase the adoption and understanding of WFM practices across our organisation.

**What you’ll be responsible for**
- Analyse data to forecast resources for voice and non-voice channels, collaborating with stakeholders to adjust plans accordingly
- Manage and prioritise workload distribution for both voice and non-voice channels, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Prepare and distribute standardised schedules for each department in CX.
- Prepare and distribute performance reports, analyse resource utilisation, and provide data-driven insights for improvement
- Collaborate with cross-functional teams to implement process enhancements in resource planning and workload management
- Effectively communicate with management, supervisors, and agents to align on resource planning and participate in meetings and training sessions as required.

**What you’ll need to be successful**
- 3+ years of resource forecasting, planning, and workforce management experience, preferably in a contact centre environment
- Proficiency in workplace management tools/platforms like Calabrio, Aspect, Genesys, or Verint
- Adaptability to implement and manage best practices where workforce management tools are not in place, or access to data may require manual manipulation
- Strong analytical and problem-solving skills, with a data-driven mindset
- Excellent communication and interpersonal skills
- Ability to work under pressure and manage competing priorities
- Strong organizational and time management abilities
- Proficiency in Google Suite (Sheets, Slides)

**A Veolia Career**

Veolia values employees and their health and wellbeing. All of our employees are entitled to:

- Employee share plan where employees have the opportunity to purchase discounted Veolia shares
- Employee Assistance Program (EAP) through Assure which covers mental health, nutrition, financial, legal, coaching and career transition support
- Bupa health insurance discount
- Career development including formal training
- You will also have access to corporate discounts, as well as eligibility to volunteer at one of Veolia's partnered volunteer organisations
- The opportunity to work in a truly diverse and inclusive culture

Veterans are encouraged to visit our Veterans at Veolia webpage to discover what we can offer.

We encourage people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

We are a Circle Back Initiative Employer and commit to respond to every applicant

Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.