- This position can be located in either Montreal or Meadowvale *
What is the opportunity?
You will service 250+ representatives across 2 sites, providing real-time support for the Aspect dialer. You will manage the dialer effectively, ensuring maximized productivity and accurate execution of calling strategies and campaign management. You will comply with direction from National Office Service Delivery and Centre guidelines. You will apply technical and operational knowledge of day-to-day dialer operations to accurately identify and communicate efficiency and effectiveness gaps/opportunities, to the National Office.
What will you do?
Prepare the dialer system and manage dialer productivity, based on campaign strategies, and collate, analyze and share statistical updates on completed campaigns, contacts and success ratios
Minimize dialer downtime through strict compliance with established support procedures and adjust calls to align with how the day is unfolding
Ensure compliance and accurate execution of daily dialer call plans and schedules
Provide some onsite dialer troubleshooting through unified agent desktop
Open dialer related tickets and follow up with vendor and/or RBC IT
Analyze agent performance and call center metrics, and work with the Resource Planning team to optimize dialer production and maximize agent utilization
Cross-train on various positions in Workforce Management, to provide backup support to the Resource Planning team
Participate in ongoing team development by contributing to team meetings and discussions
What do you need to succeed?
Proven organizational and problem solving skills
Proficient with MS Excel (data mining, pivot tables and data extraction)
Ability to accept, adapt and implement change in a changing and fast paced environment
Flexible to work shifts during the business hours of 8am – 11pm Monday to Friday and 8am to 7pm on Saturdays
Understanding of the structure and benefits of operating in a centralized workforce environment
Knowledge of RBC financial products/services and delivery channels
Knowledge of dialer technologies
Understanding of collections operating procedures and guidelines
Bilingual in French and English
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 professional and supportive team environment
A comprehensive training program on internal processes and systems
Career progression if you have what it takes to be the best
At RBC, the health and wellbeing of our employees and candidates is always our top priority.
COVID-19 has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our recruiters will explain how our video-interview technology will be used throughout the recruitment process, and will be on hand to answer any questions you might have.
You will be given the opportunity to work from home, if you can be fully productive, and role requirements including regulatory obligations can be satisfied. We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
Health & Safety
For employees that may be required to work from our premises, we’re doing our part to safeguard your health, and taking extra steps to reduce the spread of COVID-19. All RBC premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.
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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.
6880 Financial Drive
Required Travel (%):
Personal & Commercial Banking