Resource Planning and Real Time Management Specialist

2 weeks ago


Mississauga, Ontario, Canada Royal Bank of Canada Full time

Job Description

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We are seeking a highly skilled Resource Planner to join our team in the Insurance department. As a key member of our analytics process, you will be responsible for providing business and technical expertise for our tools and applications.

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Key Responsibilities

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  • Utilize staffing forecast for bi-annual shift bid and meet with the business to determine optimal staffing scenario.">
  • Maintain and analyze vacation schedule, initiate planning for stat holidays, and document processes that work well for future.">
  • Perform two phased gap analysis (SGA), completing break optimization, skill gap analysis ensuring local provincial rules are adhered to.">
  • Prime on completion of email box forms by LOB ensuring completed timely and any gaps identified are discussed with the business to fill.">
  • Support the businesses through dedicated time answering Command Centre phone as Prime/Backup.">
  • Initiate contact/communication with business based on real time events and defined SL management plans.">
  • Verint/GA maintenance activities such as new hires cohorts, terminations, profiles, skilling.">
  • Manage CPO communications on relevant topics to all stakeholders.">
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Requirements

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To succeed in this role, you must have:

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  • A strong background in Contact Centre environments across a broad span of RBC businesses.">
  • Proven experience or knowledge in using practices, processes & technology tools in Contact Centre environments.">
  • Strong technical knowledge of Contact Centre source systems e.g. Aspect, Genesys, eWFM etc.">
  • Sound understanding of Contact Center Metrics and key performance drivers.">
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What We Offer

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We offer a competitive salary range of $85,000 - $110,000 per year, depending on experience, plus benefits and opportunities for career growth and development.

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This is a 18-month contract position, and the location is flexible across Canada.

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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.

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About Us

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Royal Bank of Canada is a leading financial institution committed to building inclusive teams and an equitable workplace for our employees.

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We value diversity and inclusion for innovation and growth, and we are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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We strive to provide an accessible candidate experience for our prospective employees with different abilities.

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Contact Information

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Please submit your application through our website at jobs.rbc.com.

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We look forward to hearing from you

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Join Our Talent Community

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Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

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How to Apply

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To apply for this role, please submit your resume and cover letter through our website at jobs.rbc.com.



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