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Added 4 mins ago
PV
Hospital Administrator
P3 Veterinary Partners
Timmins, ON
- Full-time
P3 Veterinary Partners in Kamloops is seeking an enthusiastic full-time Hospital Administrator to join our amazing team. The Hospital Administrator will provide onsite leadership and…
Added 4 mins ago
DI
Engineering Manager
DBSync Inc
Remote, Canada
- Full-time
- Remote
We do not waste time on manual or mundane task
Added 3 hours ago
RB
Assistant Branch Manager Intern
Royal Bank of Canada
Pointe-Claire, QC
- Full-time
Strong understanding of sales management routines and ability to lead the team to action
Added 3 hours ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
AB · Edmonton, AB
- Full-time
…immediately and are focused and dedicated to your success! We offer full-time hours and a valuable management and leadership experience with competitive…
Added 4 hours ago
ST
Director of Capital, Housing & Infrastructure (Engineering/Planning) - $100K-$150K in Curve Lake, ON!
Scout Talent
MB · Manitoba, Canada
- $100,000 to $150,000 CAD / year
- Full-time
Curve Lake First Nation has an exciting opportunity for a full-time, permanent Director of Capital, Housing and Infrastructure, based in Curve Lake, Ontario. This role joins the…
Added 4 hours ago
Transit Revenue Contract Coordinator
City of Edmonton
AB
Lead contract negotiations, change management mechanisms, and amendments in close collaboration with legal advisors
Added 4 hours ago
DO
Director
Department of Energy and Economic Diversification
Perth South, ON
- Full-time
Director – Government Trading Enterprise Oversight – Permanent Full Time
Added 4 hours ago
M
Front of House - Bartender
Moxies
Sherwood Park, AB
- Full-time
Deliver full food and beverage services to guests seated at the bar while offering food and drink pairings
Added 4 hours ago
CO
Coordinator, Special Projects
City of Brampton
Brampton, ON
- Full-time
Job Status and Duration: Full Time (FT), Temporary (T), vacancy for 12.00 months
Added 4 hours ago
Deputy City Clerk
The City of Red Deer
Red Deer, AB
The City of Red Deer is currently recruiting for a Deputy City Clerk to fill a Regular (permanent) Full-time position. The Deputy City Clerk will assist the City Clerk in all activities of…
Added 5 hours ago
M
Director, US Reinsurance Operations
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…business strategy into workable plans/projects for Reinsurance Operations. Lead, motivate and develop teams within Reinsurance Operations. Act as business owner/lead product owner for US…
Added 5 hours ago
A
Project Leader, R&D QA Operations
Apotex
Toronto, ON · North York, ON
- $83,958 to $139,930 CAD / year
The project Leader, R&D QA Operations is responsible for monitoring the quality of operational aspects related to Formulations Development and New Product Launch processes at the Signet…
Added 5 hours ago
R|
Project Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Status: Temporary, full time (35-hour workweek)
Added 5 hours ago
LC
Pharmacist, Hourly Full Time Day
Loblaw Companies Limited
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
To manage the operations of the Pharmacy while on duty, including providing consultation to both customers and health care providers, practice to full scope in providing professional…
Added 5 hours ago
Manager, Fire Prevention and Preparedness
Toronto Community Housing or Toronto Seniors Housing
Toronto, ON
…work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service…
Added 6 hours ago
BT
Cross Border Personal Tax Partner
Baker Tilly Canada
Vancouver, BC
- Full-time
We are looking for a Cross Border Personal Tax Partner to lead and expand our Canada-U.S. cross-border personal tax practice. This individual will oversee a growing portfolio of Canadian…
Added 6 hours ago
J
Partner Development Manager, Ecosystem Partnerships
Jobgether
Canada
- Full-time
…initiatives that deliver measurable business results. You will also lead commercial negotiations, monitor partner performance, and help improve partnership programs and operating practices.…
Added 7 hours ago
ST
Director of Capital, Housing & Infrastructure (Engineering/Planning) - $100K-$150K in Curve Lake, ON!
Scout Talent
AB · Alberta, Canada
- $100,000 to $150,000 CAD / year
- Full-time
Curve Lake First Nation has an exciting opportunity for a full-time, permanent Director of Capital, Housing and Infrastructure, based in Curve Lake, Ontario. This role joins the…
Added 7 hours ago
DA
Senior NPI Engineer
DART Aerospace
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
…firefighting, search and rescue, military, utility, and commercial…
Added 7 hours ago
CW
Operations Manager
Canadian Wilderness Adventures
Whistler, BC
- Full-time
Full-Time | Year-Round Position | $30–40/hour, based on experience
Added 7 hours ago
CB
Baker - Glenmore Landing
COBS Bread
Calgary, AB
- Full-time
And more, including benefits for all full time employees
Added 8 hours ago
BR
Robotics Software Developer – ROS2, State Estimation, Perception
BHF Robotics
Markham, ON
- Full-time
…team. The ideal candidate will have hands-on experience in real-time robotic operations and perceptions, along with the ability to design and integrate complex robotic software systems from…
Added 8 hours ago
SD
Pharmacist, Hourly Part Time Day
Shoppers Drug Mart
Mississauga, ON
- Part-time
To manage the operations of the Pharmacy while on duty, including providing consultation to both customers and health care providers, practice to full scope in providing professional…
Added 8 hours ago
C
BAS Project Supervisor
Convergint
Toronto, ON · CA ON Etobicoke
- Full-time
Job Description: Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Building Automation Supervisor to join our amazing culture at our Toronto, ON…
Added 8 hours ago
C
Site Foreman - FIFO
Convergint
Fort McMurray, AB · CA AB Fort McMurray
- Full-time
Job Description: Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Site Foreman to join our amazing culture in our Fort McMurray, AB location (Kearl…

Vacances Air Canada Vacations / Air Canada Rouge

Specialist, Workforce Planning and Analytics

Montreal, QC, Canada

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Applications open in a new tab.

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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