Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Manager Workforce Management



What's the opportunity?

Responsible for the management, support and execution of resource planning, scheduling processes for Asynchronous Messaging and other multi-channel lines of business. This position is accountable for leveraging productivity, initiating process improvements and introducing innovation to strengthen the overall execution and delivery of these groups. Provides subject matter expertise to all capacity planning activities to ensure accuracy of future range forecasts and contributes to decisions regarding WFM FTE planning and budgeting. Responsible for the sound end to end execution and integration, of all new initiatives, which includes leading cross functional members of the Workforce Management and partners to develop and follow through on all activities required to support each new initiative.

What will you do?

• Responsible for accurate creation of schedules within the WFM tool ( Verint) as per SLAs
• Supports the end to end WFM integration of assigned new initiatives and continuous improvement projects ensuring a seamless transition and proper execution of all project deliverables. This includes,:
• Completion of all required analyses pertaining to changes in workload, capacity plans, WFM processes and/or WFM infrastructure.
• Development, and execution of a thorough project and change management plan incorporating all key business partners/stakeholders.
• Effective and timely communication of all key activities and milestones to all internal and external partners/stakeholders.
• Accountable for National Leadership of assigned line of business and collaborates with cross functional partners to achieve superb operational excellence. Provides ongoing advice and counsel for forecasting, resource planning efficiency and effectiveness of resources. Responsible for delivering on servicing, productivity and financial KPIs across all responsible lines of business.
• Responsible for achieving global service targets through proactive management of a multi-site, and multi-skilled environment. Accountable for the regular review, monitoring and adjustment of training, skilling, routing priority, queue health settings and lending/borrowing thresholds to facilitate first class, highly effective client experience.
• Accountable for the proper execution of the National Service Level Escalation process and develops strategic learning plans to effectively support continuous improvement within the Capgemini Global Support Team.
• Provide WFM and scheduling analysis of procedures/structure and recommend improvements, including recruiting requirements, long term planning, scheduling/bidding/staffing strategies for maximum efficiency
• Partner with Advice Centre leadership, WFM management and our partners to ensure effective schedules are created and rolled out in timely manner and impact to employees can be minimized

What do you need to succeed?

Must-have

• 5+ years' experience Contact centres with excellent understanding of WFM scheduling.
• Strong technical knowledge of WFM systems (Verint/ Geneys CC Pulse)
• Strong knowledge of WFM processes and procedures to facilitate liaison with business partners
• Current and proactive in keeping up to date on the latest WFM technologies and trends
• Working knowledge of MS Excel (spreadsheets and data analysis) and MS PP for presentations
• Proven expertise in creating and implementing scheduling processes for large contact centers and exhibited competence of improving scheduling efficiency.

Nice-to-have

• Knowledge of other WFM tools Aspect, Genesys, MS Report builder.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Summary

Address: MISSISSAUGA, Ontario, Canada

City: CAN-ON-MISSISSAUGA

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Personal and Commercial Banking

Job Type: Regular

Pay Type: Salaried

Posted Date: 2022-11-09-08:00

Application Deadline: 2022-11-24-08:00

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.