Manager – WFM Routing and Skill Optimization

Job Description

What is the opportunity?

The Manager, WFM Routing and Skill Optimization is responsible for the sound execution and ongoing maintenance of existing Genesys interaction routing strategies aligned to support optimized efficiency, Client experience and Advisor utilization. Includes the accurate oversight of all Business operations and Client Treatment plans as well as the precise management of individual Advisor skilling profiles. Contributes to operational effectiveness by streamlining processes and identifying opportunities for improvement while acting as a trusted partner and sharing best practices across business entities.

This is a fixed-term contract position until December 31, 2027. The position requires a minimum of four (4) days per week on-site. This in-office requirement may be subject to change based on business requirements.

What will you do?

• Provide Genesys Skilling and Routing subject matter leadership to new initiatives.

• Identify and recommend opportunities to enhance call flow and interaction routing to align with business need and strategic priorities.

• Accountable for the creation and ongoing maintenance of Genesys related documentation (ie: jobaids, call flows, treatment plans) to ensure accuracy, relevance and alignment to current Contact Centre strategies.

• Monitor and maintain optimal use of primary and backup targeting resources.

• Responsible for the effectiveness of Callback application. Ensures Punctuality and Reconnect rates are within acceptable guidelines and performs required changes to configuration when deviations arise.

• Accountable for the maintenance of all real-time dashboards and regularly validates that template content and application statistics remain accurate and add value to real-time processes.

• Accountable for the execution of required Genesys configuration changes associated with all daily/seasonal business operation activities.

What do you need to succeed?

Must have:

• Experience with Genesys Routing

• Ability to work independently and manage multiple priorities efficiently and accurately in a fast-paced environment

• Strong organizational skills, attention to detail and confidentiality

• Proficient computer skills in Windows-based software products including Word, Excel and Outlook

Nice to have:

• 2-4 years of proven Workforce Management experience

• Working knowledge of Verint Scheduling Software

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 do challenging work

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:

Contract (Fixed Term)

Pay Type:

Salaried

Posted Date:

2026-06-29

Application Deadline:

2026-07-10

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

Our Employment Opportunities

At 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.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.