Manager Workforce Management & Dialer Operations

Job Summary

Job Description

What is the opportunity?

Responsible for the management, support and execution of Dialer operations for Advice Centre lines multi-channel lines of business. This position is accountable for leveraging productivity, initiating process improvements, and introducing innovation to strengthen the overall execution of One-bound Campaigns. Provides subject matter expertise to all capacity planning activities to ensure accuracy of future range forecasts and contributes to decisions impacting planning and budgeting. Responsible for the sound end to end execution and integration, of all new initiatives, which includes leading cross functional members of the Workforce Management and partners to develop and follow through on all activities required to support each new initiative. 

What will you do?

• Lead and manage Dialer operations, to administer and execute dialer strategies and improve efficiencies of employee schedules.
• Responsible to plan and deploy tactics to improve various objectives Dialer Operations.
• As lead for Dialer operations, provide recommendations to WFM Management Team, Business Strategists and Advice Centre leadership on staffing Governance and capacity management optimization.
• Work with multiple teams including but not limited to, marketing, data scientists, and forecasting team to identify trends, anticipate future performance patterns, discover the path clients and employees take that drive future workload.
• Supports the end-to-end WFM integration of assigned new initiatives and continuous improvement projects ensuring a seamless transition and proper execution of all project deliverables. This includes,
• Development, and execution of a thorough project and change management plan incorporating all key business partners/stakeholders.
• Effective and timely communication of all key activities and milestones to all internal and external partners/stakeholders.

What do you need to succeed?

Must-have

• 5+ years’ experience in WFM Dialer Operations
• Strong technical knowledge of Outbound and WFM source systems (Require experience on Genesys Dialer or similar Tools)
• Strong knowledge of WFM processes and procedures to facilitate liaison with business partners.
• Current and proactive in keeping up to date on the latest WFM technologies and trends.
• Excellent knowledge of MS Excel (spreadsheets and data analysis) and MS PP for presentations
• Proven expertise in creating and implementing dialer strategies for large contact centers and exhibited competence of improving Outbound Metrics.

Nice-to-have                

• Knowledge of Verint or  Aspect WFM tools

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.

• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Skills

Adaptability, Business Appraisals, Business Process Design, Decision Making, Effectiveness Measurement, Genesys Outbound, Interpersonal Relationship Management, Long Term Planning, Operational Delivery, Organizational Change Management, Process Management

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 and Commercial Banking

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-04-23

Application Deadline:

2024-05-05

I nclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. 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 also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.