Resource Planning Expert
2 weeks ago
Are you a strategic thinker with expertise in resource planning and real-time management? Do you have experience working in virtual environments and providing business and technical expertise to support analytics processes? We are seeking a skilled Resource Planner CPO to join our team in Mississauga, Canada.
About the RoleIn this role, you will provide resource planning and real-time management services to designated lines of business in insurance. Your responsibilities will include utilizing staffing forecasts for bi-annual shift bids, meeting with businesses to determine optimal staffing scenarios, and performing gap analyses to ensure compliance with local provincial rules.
You will also be responsible for maintaining and analyzing vacation schedules, initiating planning for statutory holidays, and documenting processes for future reference. Additionally, you will perform two-phased gap analysis (SGA), complete break optimization, and skill gap analysis.
Your strong technical knowledge of contact centre source systems, such as Aspect, Genesys, and eWFM, will enable you to identify opportunities for process improvements and implement changes to optimize resource utilization.
Requirements- Knowledge of the Contact Centre business and experience working in virtual environments
- 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., Aspect, Genesys, eWFM etc.
We offer a dynamic, collaborative, progressive, and high-performing work environment that fosters growth and development. As a Resource Planner CPO, you will have the opportunity to make a lasting impact on our business and work with a talented team of professionals who share your passion for excellence.
The estimated salary for this role is $80,000 - $110,000 per year, depending on your level of experience and qualifications. If you are a motivated and results-driven individual who is passionate about resource planning and real-time management, we encourage you to apply for this exciting opportunity.
Please note that this is an 18-month contract position, and you will have the flexibility to work from various locations across Canada. We strive to create an inclusive and equitable workplace that values diversity and promotes equal opportunities for all employees.
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