Resource Planner Cpo (Contract)

What is the opportunity?

In this role you will provide resource planning and real time management services to designated lines of business in Insurance.

What will you do?

• Utilize staffing forecast for bi-annual shift bid. Meet with the business to determine optimal staffing scenario providing relevant recommendations (fixed, flex, part-time) and complete bid process in timely manner. Mini-bid process may be used.

• Maintain and analyze vacation schedule, initiate planning for stat holidays, document processes that work well for future. Communicate to all impacted parties once dates determined (ex: routing team)

• 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. Cover functions on other LOB's as required.

• Support the businesses through dedicated time answering Command Centre phone as Prime/Backup. Ensures schedule of coverage is up to date.

• Initiate contact/communication with business based on real time events and defined SL management plans which may include OT/UT, event cancellations etc.

• Verint/GA maintenance activities such as new hires cohorts, terminations, profiles, skilling.

• Manage CPO communications on relevant topics to all stakeholders, working with Operations when required to ensure business change management processes included in process updates

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. Aspect, 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

• Project management experience

Special Conditions

Please note this is a 18 month contract and can be based in any city across Canada.

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.

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Opportunities to take on progressively greater accountabilities

Job Skills

Additional Job Details

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