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Added 1 hour ago
MD
Scanning Services - Office & Admin Specialist, Senior
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Job Class: Office and Administrative Specialist, Senior
Added 2 hours ago
RM
Clinical Nurse Specialist Navigator
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
As a member of an interdisciplinary team, the coordinator supports the day-to-day operations of Patient Flow and the Ross Memorial Hospital to Home program. This role acts as a liaison…
Added 2 hours ago
J
Bilingual Sales Ops Specialist
Jobgether
Canada
- Full-time
…next steps. Our partner is looking for a Bilingual Sales Ops Specialist based in Montreal, Quebec,…
Added 3 hours ago
BT
Controller
Baker Tilly Canada
Windsor, ON
- Full-time
Our Windsor office is seeking a hands-on Controller to own day-to-day accounting operations in a multi-entity environment. This role is accountable for execution, accuracy, and discipline…
Added 3 hours ago
AH
Administrative Support IV – Fleet Maintenance
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
Emergency Health Services (EHS) Fleet is seeking a highly organized and detail-oriented EMS Fleet Warranty Specialist (Administrative Support IV) to support warranty administration and…
Added 4 hours ago
RB
Client Advisor
Royal Bank of Canada
Regina, SK
- Full-time
…on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to creating meaningful and memorable client experiences to drive client…
Added 4 hours ago
E
Lead Mechanical Engineer
Englobe
Saskatoon, SK
- Full-time
…innovation and collaboration are an integral part of our daily…
Added 5 hours ago
J
Bilingual Sales Ops Specialist
Jobgether
Canada
- Full-time
…next steps. Our partner is looking for a Bilingual Sales Ops Specialist based in Montreal, Quebec,…
Added 6 hours ago
BI
Payroll Specialist
BLS International
Brampton, ON
- Full-time
…robust operational processes to deliver the highest standards of data security and efficiency. Recognized for its proven track record and adherence to global standards, BLS International…
Added 7 hours ago
AA
Spécialiste des outils digitaux - Publications Techniques / Digital Tools Business Specialist - Technical Publications
Airbus Aircraft
Montreal, QC
- Full-time
…identification jusqu’à leur résolution, en minimisant l’impact sur les opérations et en assurant une communication efficace avec les parties…
Added 7 hours ago
DM
Control Systems Technical Specialist II
Discovery Mining Ltd
South Porcupine, ON
- Temporary
The Control Systems Technical Specialist II is a member of the Metallurgy team and is responsible for maintaining and improving the availability and integrity of the site industrial control…
Added 8 hours ago
E
Scientific Specialist - Eurofins Experchem Laboratories, Inc.
Eurofins
Toronto, ON
- Full-time
The Scientific Specialist provides advanced scientific, technical, and operational leadership to support laboratory operations, research initiatives, and strategic business objectives.…
Added 9 hours ago
K
Procurement & NetSuite Specialist
Kelly
Waterloo, ON
- $65,000 to $70,000 USD / year
- Full-time
Kelly is recruiting a Procurement & NetSuite Specialist for a manufacturing client in Waterloo. This hands-on opportunity combines purchasing and supplier management with maintaining the…
Added 9 hours ago
O
Sr. Cloud Applications Developer (AS/400)
OpenText
Waterloo, ON
- Full-time
OpenText is seeking a highly motivated and technically skilled Senior AS/400 (IBM i) Application Support Specialist to join our Enterprise Applications team. This role is responsible for…
Added 9 hours ago
O
Sr. Cloud Applications Developer (AS/400)
OpenText
Richmond Hill, ON
- Full-time
OpenText is seeking a highly motivated and technically skilled Senior AS/400 (IBM i) Application Support Specialist to join our Enterprise Applications team. This role is responsible for…
Added 9 hours ago
O
Sr. Cloud Applications Developer (AS/400)
OpenText
Mississauga, ON
- Full-time
OpenText is seeking a highly motivated and technically skilled Senior AS/400 (IBM i) Application Support Specialist to join our Enterprise Applications team. This role is responsible for…
Added 10 hours ago
ML
Reliability Planner
Maple Leaf Foods Inc
ON · Hannon, ON
- $71,000 to $103,000 CAD / year
- Part-time
The Specialist, Asset Reliability Planning role at Heritage will be responsible for the development and implementation of a Proactive Maintenance Program based on sound reliability centered…
Added 10 hours ago
OW
Oliver Wyman- Private Capital/Industrials- Engagement Manager
Oliver Wyman Group
Toronto, ON
- Other
…post-transaction value realization. At Oliver Wyman, we take a multi-specialist approach to our engagements, bringing teams comprising both deep industry and functional expertise, supported…
Added 10 hours ago
SP
Industrial Hygiene Specialist [SK-15217]
Shirley Parsons
Toronto, ON
- Full-time
A leading manufacturing organization is seeking an Industrial Hygiene Specialist to support a complex Ontario-based operation. This is an opportunity to lead occupational-hygiene and…
Added 11 hours ago
S
Inventory & Procurement Specialist- Calgary
Slalom
Calgary, AB
- Full-time
Job Title: Inventory and Demand Planning & Accounts Payable Operations
Added 11 hours ago
V
Spec, Procurement
Vale
Canada
- Full-time
From utensils to cellphones to satellites, our operations simplify daily life and enhance connectivity. Our metals are integral to life-saving medical equipment and the electric vehicles…
Added 11 hours ago
V
Engineer - Ground Control
Vale
Canada
- Full-time
…collaboratively with multi-disciplinary technical studies and operations teams to meet safety and regulatory standards. In role, you will be part of a specialist team that delivers advanced…
Added 13 hours ago
DI
Fulfillment Specialist
Draganfly Inc.
Saskatoon, SK
- Full-time
We are looking for an enthusiastic and energetic Fulfillment Specialist to join our team. The Fulfillment Specialist is responsible for processing work orders, locating and preparing…
Added 13 hours ago
K
Transportation Specialist
Kuehne+Nagel
Mississauga, ON
- Full-time
…our Mississauga, ON site is looking for a new Transportation Specialist to join our Contract Logistics…
Added 13 hours ago
OW
Oliver Wyman- Private Capital/Industrials- Engagement Manager
Oliver Wyman
Toronto, ON
- Full-time
…post-transaction value realization. At Oliver Wyman, we take a multi-specialist approach to our engagements, bringing teams comprising both deep industry and functional expertise, supported…

Vacances Air Canada Vacations / Air Canada Rouge

Specialist, Workforce Planning and Analytics

Montreal, QC, Canada

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Job details

Posting language: English
Posted: Nov 2, 2026

Original job description

WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!

If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

Don’t miss this opportunity! Submit your application by November 6, 2026 to be considered for this exciting opportunity.

We are seeking an experienced Specialist, Workforce Planning and Analytics to lead our Workforce Planning team and optimize workforce performance across our Call Centre operations.

In this role, you will oversee forecasting, capacity planning, scheduling, real-time management, staffing optimization, and workforce reporting. You will use operational data to provide insights and recommendations that align resources with customer demand and business priorities.

WHAT YOU’LL BE DOING

Lead, coach, and develop the Workforce Management team, promoting accountability, collaboration, and continuous improvement.
Oversee workforce forecasting, capacity planning, scheduling, and real-time operations across Call Centre departments.
Monitor contact volumes, service levels, handle time, productivity, absenteeism, staffing requirements, and real-time adherence.
Direct real-time staffing and skill adjustments to optimize coverage, response times, and service performance.
Manage scheduling processes, including vacation, time off, shift changes, overtime, training, and meetings while maintaining operational coverage.
Analyze historical, current, and forecasted data to identify trends, staffing gaps, operational risks, and improvement opportunities.
Provide leaders with timely, data-informed recommendations related to staffing, performance and resource utilization.
Collaborate with Call Center, Operations, Training, Human Resources, Payroll, Benefits, and other internal partners to resolve workforce-related matters.
Ensure accurate and timely workforce reporting, including productivity, staffing, adherence, absenteeism, and service-level results.

Maintain workforce dashboards and KPIs to support operational decisions.

Identify opportunities to automate reporting, improve data quality, streamline processes, and strengthen Workforce Management practices.
Serve as the primary escalation point for complex scheduling, staffing, system, and real-time operational issues.

WHAT YOU BRING TO THE TEAM

Post-secondary education in Business Administration, Operations Management, Human Resources, Analytics, or a related field, or an equivalent combination of education and experience.
Availability to work in a 7-day-a-week operational environment, including day and evening shifts, weekends, and holidays on a rotating schedule.
Progressive experience in Workforce Management, forecasting, scheduling, capacity planning, or Call Centre operations.
Proficiency in Genesys Cloud, including Workforce Management, reporting, analytics, and real-time monitoring.
Experience leading, supervising, or coordinating a team.
Strong knowledge of service levels, forecasting, staffing optimization, productivity, adherence, and real-time management.

Advanced Excel skills and experience with reporting, dashboards, or business intelligence tools.

Strong analytical, organizational, communication, and problem-solving skills.
Ability to manage competing priorities and influence stakeholders in a fast-paced operational environment.

WHY WORK WITH US?

Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.

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More about this job

Responsibilities

Lead and develop the Workforce Management team while overseeing forecasting, capacity planning, scheduling, real-time staffing, and coverage across Call Centre operations. Analyze workforce and service data, maintain reporting and dashboards, advise leaders on staffing and performance, and improve workforce processes and data quality.

Requirements

Requires post-secondary education in a relevant field or equivalent experience, progressive Workforce Management or Call Centre experience, and experience leading or coordinating a team. Candidates should be proficient in Genesys Cloud and advanced Excel, with strong knowledge of forecasting, scheduling, staffing optimization, service levels, analytics, and real-time operations; availability for rotating shifts, weekends, and holidays is also required.

Skills

Workforce Forecasting
Capacity Planning
Scheduling
Real-Time Workforce Management
Staffing Optimization
Genesys Cloud
Workforce Management Reporting
Analytics
Advanced Excel
Dashboard Development
Service-Level Management
Productivity Monitoring
Adherence Monitoring
Team Leadership
Data Analysis
Stakeholder Management

Benefits

Employee Travel Privileges
Hybrid Work Model
Health and Dental Benefits
Training and Development

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Workforce Planning
Forecasting
Capacity Planning
Scheduling
Real-Time Management
Staffing Optimization
Genesys Cloud
Call Centre Operations
Service Levels
Handle Time
Productivity
Absenteeism
Real-Time Adherence
Workforce Reporting
Dashboards
Key Performance Indicators
Advanced Excel
Business Intelligence
Data Quality
Process Automation
Resource Utilization
Vacation Scheduling
Overtime Management
Training Coordination

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