Manager Capacity Planning

What is the opportunity?

Our RBC Insurance Capacity Planning and Optimization team (CPO) is looking to fill the role of Manager, Capacity Planning & Optimization. You will be responsible for forecasting staffing requirements for assigned Insurance line(s) of business, which will build the foundation for decisions on hiring, scheduling and intraday management. You will focus on reducing costs and contribute to effective representative utilization through the effective coordination and planning of all "off phone" activities and the leveraging of idle time. You will maintain a focus on real time business performance and requirements, ensuring the least impact to our internal/external clients.

What will you do?

• Represent the Insurance business, manage the generation of short, medium and long range forecasts for all supported groups within designated LOB's, necessary for Intra-Day Performance tracking, monthly and long term planning.

• Lead annual budgeting process, generates 18 month capacity plan, sales plan analysis, advisor requirements and hiring plans for areas of responsibility, while maintaining the Long Range Forecasts and Seasonality Data

• Perform monthly activities necessary to update capacity plans such as forecast updates, attrition/advisor reconciliation with financial partners and hiring plan review

• Work with Routing to determine optimal call distribution between sites, adjusting based on staffing and advises Operations of major changes.

• Prepare Position Approval Form with recommendations and forecasted outcomes. Update hiring plans, tracks recruitment outcomes. Interact with Operations, HR and Training for recruitment schedules.

• Facilitate Operational Effectiveness Meeting (OEM) monthly with partners with focus on past month results and future outlook including recommendations to meet strategic goals.

What do you need to succeed?

Must-have:

• Know the Contact Center business and have worked in Virtual environment

• Proven experience or knowledge in using practices, processes & technology tools in Contact Centre environments across a broad span of RBC businesses

• Proven WFM and Contact Centre background coupled with a client first orientation aligned to strategic client and employee value propositions

• Strong technical knowledge of Contact Centre source systems e.g. VERINT, Genesys, eWFM etc.

• Sound understanding of Contact Center Metrics and key performance drivers

Nice-to-have:

• Knowledge of RBC Contact Centre Businesses, Processes, Procedures & Technology

• Python, R programming experience.

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.

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.