Top Benefits
About the role
Job Description
What is the opportunity?
RBC Advice Centre Workforce Management team is hiring a Senior Manager, Forecasting and Capacity Planning role that will lead the delivery of forecasting, planning, analytics and insights, to support RBC Advice Centre Centres of Excellence and Specialty businesses. This position will provide next-generation, high-frequency, forecasting and capacity planning advice to Senior Leaders, 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 the centres of excellence and specialty lines of business and will work as part of a team to collectively establish a new standard of service including end-to-end meet Workforce Planning for 5,000+ roles within the Advice Centre.
What will you do?
- Lead the implementation of WFM Forecasting and Capacity Planning for AC COEs (centres of excellence) and specialty groups.
- Lead conversations with business partners to share outcomes and solicit/action stakeholder feedback. 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
- You will 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, R.
What do you need to succeed?
Must-have
- Advanced proficiency in Workforce Management, forecasting, planning and analytics
- Strong analytical and problem-solving skills and the ability to anticipate and respond to client needs
- 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-have
- Proficiency in Python, R, SQL and/or general-purpose programming languages
- 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
- Workforce Management experience with a demonstrated track-record of success
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 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
Additional Job Details
Address:
MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA
City:
Mississauga
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
PERSONAL & COMMERCIAL BANKING
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-09-25
Application Deadline:
2025-10-10
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion 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.
Join our Talent Community
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.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Top Benefits
About the role
Job Description
What is the opportunity?
RBC Advice Centre Workforce Management team is hiring a Senior Manager, Forecasting and Capacity Planning role that will lead the delivery of forecasting, planning, analytics and insights, to support RBC Advice Centre Centres of Excellence and Specialty businesses. This position will provide next-generation, high-frequency, forecasting and capacity planning advice to Senior Leaders, 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 the centres of excellence and specialty lines of business and will work as part of a team to collectively establish a new standard of service including end-to-end meet Workforce Planning for 5,000+ roles within the Advice Centre.
What will you do?
- Lead the implementation of WFM Forecasting and Capacity Planning for AC COEs (centres of excellence) and specialty groups.
- Lead conversations with business partners to share outcomes and solicit/action stakeholder feedback. 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
- You will 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, R.
What do you need to succeed?
Must-have
- Advanced proficiency in Workforce Management, forecasting, planning and analytics
- Strong analytical and problem-solving skills and the ability to anticipate and respond to client needs
- 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-have
- Proficiency in Python, R, SQL and/or general-purpose programming languages
- 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
- Workforce Management experience with a demonstrated track-record of success
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 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
Additional Job Details
Address:
MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA
City:
Mississauga
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
PERSONAL & COMMERCIAL BANKING
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-09-25
Application Deadline:
2025-10-10
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion 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.
Join our Talent Community
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.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.