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Added 4 mins ago
Optician / Retail Partner Ownership - Regina South, SK
Specsavers
Regina, SK
Access comprehensive support - Benefit from backend support like marketing, supply chain, finance, operations, and administration so you can focus on what you do best
Added 4 mins ago
2027 University New Hire - Commercial Risk
Phillips 66
Calgary, AB
…provide accounting, finance, business analysis, and decision support to operations and management. You will have the opportunity to work in a collaborative environment that allows you to…
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Webber - Seasonal Traffic Control Technician - Gormley - Infrastructure Management
Ferrovial
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Webber - Operations Manager - Infrastructure Management
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· Support Operations group with incident & near miss investigations and correcting identified deficiencies and/or actions.
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Ropes Program Head
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Property Field Appraisal Specialist
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Cambridge, ON
…mutual insurance company - as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva’s…
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Environmental Coordinator
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Nanaimo, BC · Vancouver, BC · Victoria, BC
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…monitoring, and compliance management through construction and operations. Your day-to-day work will include the coordination of multiple environmental scopes of work, including identifying…
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Rail Infrastructure Student (Summer 2027)
AtkinsRéalis
Vancouver, BC · Toronto, ON
- Full-time
Rail Infrastructure: Design and support railway track and infrastructure projects, including track layouts, engineering drawings, cost estimates, and construction support.
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Resident Manager
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London, ON
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The Resident Manager is responsible for the daily operations of the building to which they are assigned, ensuring residents receive consistent, exceptional customer service in keeping with…
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Supervisor-Planning
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Part Time Product Specialist
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Safety Compliance Officer
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Reliability Maintenance Manager
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Saskatoon Interview Day’s- November 24th & November 26th
Saputo Inc.
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Customer Service Coordinator II
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The Customer Service Coordinator will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow up, and…
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Assistant Manager, Food Services, ETS
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- Full-time
Assist the Director and Catering Director in managing daily operations to ensure the efficient functioning of food services.
Added 4 mins ago
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Customer Success Manager
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Ability to obtain a Pilot Certificate – Advanced Operations.
Added 4 mins ago
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UAS Technician
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Calgary, AB
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…acceptance testing before vehicles are released for flight…
Added 4 mins ago
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Legal Counsel
Solink
Remote, Canada
- $116,659 to $170,000 CAD / year
- Full-time
- Remote
Support other legal and compliance projects as needed.
Added 4 mins ago
ML
Casual Team Member - Offline
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London, ON
- Contract
We are looking for reliable and motivated individuals to join our team to support the production of high-quality food products.
Added 4 mins ago
ML
General Labour - Online
Maple Leaf Foods Inc.
London, ON
- Full-time
We are looking for reliable and motivated individuals to join our team to support the production of high-quality food products.

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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