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

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGAMISSISSAUGACanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2025-06-232025-07-03

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

Inclusion 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.