Manger, Workforce Management Forecasting & Planning

What is the opportunity?

Our RBC Advice Centre Workforce Management (WFM) team is recruiting a Manger Workforce Management Forecasting & Planning who will be responsible for accurate short, medium and long range forecasting across multiple product groups and channels, with a clear focus on leveraging best in class forecasting techniques to strengthen the national business and enhance the advisor and client experience.

Please note that this role is 3 days per week in office at Meadowvale 6880 Financial Drive, Mississauga.

What will you do?

• Manage the generation and accuracy of short, medium and long range workload forecasting for specified Inbound and Outbound Line Of Business across a 24 hours a day/365 days a year operation
• Act as WFM forecasting expert providing recommendations to WFM Management Team, Business Strategists and Advice Centre leadership on staffing Governance and capacity management optimization
• Key contributor to annual budgeting process and planning for areas of responsibility
• Responsible for partnering with all process stakeholders (i.e. Advice Centre Management, Operations, Line of business partners, Reporting & Analytics) to enable highly effective advisor and client experience by ensuring the appropriate planning of inbound resources
• Support cross-functional workforce management colleagues in scheduling and real time practices by providing forecasting products and relevant insights

What do you need to succeed?

Must-have

• Strong technical knowledge of WFM Forecasting methodology (minimum 3 years experience)
• Strong knowledge of contact centre operations and technology to facilitate liaison with business partners (minimum 3 years experience)
• Analytical and Conceptual Thinking with aptitude to understand business requirements to enable long term solutions.
• Should have deep understanding of Excel
• Strong and demonstrated Facilitation and Problem Management capabilities

Nice to have

• Understanding of Tableau
• Understanding of Python
• Knowledge of latest WFM technologies and trends.

Whats 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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team

Job Skills

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