Manager, Forecasting, Capacity Planning Insights and Analytics

RBC • Mississauga, ON

1d • Onsite

About The Position

RBC Advice Centre Workforce Management team is hiring a Manager, Forecasting and Planning role that will lead the delivery of forecasting, planning, analytics and insights, to support RBC Advice Centre businesses. This position will provide next-generation, high-frequency, forecasting and planning, with a focus on supporting business partners to effectively plan the right capacity (number and types of roles) to meet forecasted incoming volumes and workload on a continuous basis in hybrid back-office and contact centre environments. This position will have direct accountability for specific lines of business and will work as part of a team to collectively establish a new standard of service including end-to-end Workforce Planning for 5,000+ roles within the Advice Centre.

Requirements

• Advanced proficiency in forecasting and capacity planning analytics, including advanced Excel expertise.
• Strong analytical and problem-solving skills and the ability to anticipate and respond to client needs.
• Advanced proficiency in Python, R, SQL and/or general-purpose programming languages.
• Advanced proficiency in Excel and MS Office.
• Challenger mindset with a desire to innovate with curiosity and purpose.
• A focus on the team and a passion for empowering and coaching to help others be their best.

Nice To Haves

• University degree in a quantitative field of study (e.g., engineering, mathematics, statistics, etc.).
• Change-orientation with demonstrated behaviours to be bold to create client value and win.
• Advanced proficiency in Python, R, SQL and/or general-purpose programming languages.
• Workforce Management experience with a demonstrated track-record of success.

Responsibilities

• Lead conversations with business partners to share outcomes and solicit/action stakeholder feedback.
• Leverage advanced visualization tools to create powerful representations of results.
• Enable data-driven insights to be translated into decisions and actions by telling a convincing story.
• Collaborate with key partners (e.g., Data & Analytics Centre of Expertise) from different platforms to draw data, uncover trends and changing conditions, and tell the story to support strategic and tactical decisions.
• Enable the transformation and standardize modelling for volumes, Average Handle Time (“AHT”), and Shrinkage within teams and business lines across Workforce Management.
• Design and develop next-generation insights into employee effectiveness and efficiency within different design models, visualize and present these insights, and help leaders to take meaningful actions within a rapidly evolving environment.
• Maintain high frequency (monthly, weekly) forecasts – leveraging large, complex data sets – of incoming volumes and workload for multiple multi-channel teams that roll into your primary business line.
• Use text analytics/Natural Language Processing, social media analytics, Big Data advanced analytics and Machine Learning to predict future workload demand.
• Leverage appropriate statistical and machine learning models to test forecasting hypotheses and explore data to identify unforeseen insights.
• Prepare and integrate large and varied datasets and implement statistical and machine learning models using Python and R.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree