Job Description
What is the opportunity?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.What will you do?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
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 and R.
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
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
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
Address:
MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGACity:
MississaugaCountry:
CanadaWork hours/week:
37.5Employment Type:
Full timePlatform:
PERSONAL & COMMERCIAL BANKINGJob Type:
RegularPay Type:
SalariedPosted Date:
2026-07-15Application Deadline:
2026-07-30Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveOur Employment OpportunitiesAt RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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
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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.
Manager, Forecasting, Capacity Planning Insights and Analytics • MISSISSAUGA, Ontario, Canada
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