Resource Planner CPO

Job Summary

Job Description

Special Conditions

Please note this role can be based in any city across Canada.

What is the opportunity?

As a Resource Planner CPO, 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. VERINT, 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.

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.

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

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: INSURANCE

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-04-16

Application Deadline: 2025-04-28

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.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

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.