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Added 2 hours ago
RM
Clinical Nurse Specialist Navigator
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
The Hospital to Home Department is currently seeking a Permanent Full-Time Clinical Nurse Specialist Navigator to join their healthcare team.
Added 2 hours ago
TC
VP of Delivery
Two Circles
Vancouver, BC
- Full-time
…scaled, we want dedicated, senior ownership of delivery so that specialist talent across the region is deployed where it adds the most value, and so delivery has a clear, accountable leader…
Added 3 hours ago
BT
Senior Accountant
Baker Tilly Canada
Moncton, NB · Greater Moncton, NB
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 3 hours ago
BT
Senior Accountant - Internal Services
Baker Tilly Canada
Windsor, ON
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 3 hours ago
BT
Senior Manager, Indirect Tax
Baker Tilly Canada
Vancouver, BC
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 3 hours ago
NB
Senior Advisor AML/ATF Compliance
National Bank of Canada
Montreal, QC
- Full-time
A career as a Senior Advisor in the Compliance Programs team at National Bank means acting as a specialist in regulatory compliance related to Anti-Money Laundering and Anti-Terrorist…
Added 3 hours ago
NB
SAS Viya System Administrator
National Bank of Canada
Montreal, QC
- Full-time
…Acceleration and Data (STAD) team at National Bank means acting as a specialist in the administration and operation of SAS analytical platforms. In this role, you will have a direct impact…
Added 3 hours ago
NB
BANKING ADVISOR
National Bank of Canada
Brossard, QC
- Full-time
Refer your clients to your specialist colleagues for their specific needs.
Added 4 hours ago
I
Medical Intake Specialist (Spanish Fluency Required)
Indigo
Remote, Canada
- Up to $60,000 CAD / year
- Full-time
- Remote
You will fit in here if you want to own a product, a process, or a function and take it from 1 to 100.
Added 4 hours ago
FA
Quality Assurance Specialist
FTAI Aviation
Montreal, QC
- Full-time
Monitor adherence to QA process, identify gaps and work multiple teams to implement corrective and preventive actions
Added 6 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…seeking a dedicated and experienced Primary Care Provider, Specialist or medical professional to join our team! Our practice is a well-established primary care clinic and has been in the…
Added 6 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…provided to physicians. There are 6 family physicians and 1 specialist on our team and we are looking to add another committed Family…
Added 7 hours ago
AC
SAP S/4HANA Finance Specialist / Project Manager
Aston Carter
AB · Edmonton, Alberta
- $90 to $150 CAD / hour
- Contract
Added 7 hours ago
AC
Oracle Fusion Financial Specialist / Project Manager
Aston Carter
Calgary, AB
- $90 to $150 CAD / hour
- Contract
Added 7 hours ago
AC
SAP S/4HANA Finance Specialist / Project Manager
Aston Carter
Calgary, AB
- $90 to $150 CAD / hour
- Contract
Added 7 hours ago
AC
Dynamics 365 Finance & Supply Chain Specialist / Project Manager
Aston Carter
Calgary, AB
- $90 to $150 CAD / hour
- Contract
Added 7 hours ago
AC
Oracle Fusion Financial Specialist / Project Manager
Aston Carter
AB · Edmonton, Alberta
- $90 to $150 CAD / hour
- Contract
Added 7 hours ago
AC
Dynamics 365 Finance & Supply Chain Specialist / Project Manager
Aston Carter
AB · Edmonton, Alberta
- $90 to $150 CAD / hour
- Contract
Added 8 hours ago
IC
Human Resources Specialist (Recruitment & Talent Outreach)
International Civil Aviation Organization
Montreal, QC
- Full-time
…recruitment, classification and post management. The Human Resources Specialist (Recruitment & Outreach) reports to the Chief of the Section, who provides general supervision and guidance…
Added 8 hours ago
T
Elevated Support Senior Specialist
Teleperformance
Toronto, ON · TPCA Toronto
- $23.43 CAD / hour
- Full-time
Advertised as: Elevated Support Senior Specialist
Added 9 hours ago
BT
Senior Accountant - Cross Border Tax
Baker Tilly Canada
Vancouver, BC
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 9 hours ago
S&
Lead EHV Transmission Line Engineer 2 - Grid
Sargent & Lundy
Toronto, ON · North York, ON
- Full-time
Serve as a subject matter specialist in 500kV and 765kV transmission lines
Added 9 hours ago
Senior GRC Specialist
OCS Ontario Cannabis Store
Toronto, ON
We're looking for a Senior GRC Specialist to join our team.
Added 10 hours ago
U
Customer Support Specialist - Bilingual (French)
Uline
Hamilton, ON · Toronto, ON · Mississauga, ON · Cambridge, ON · Milton, ON
- Full-time
Fast, friendly and customer focused. As a Uline Bilingual (French) Customer Support Specialist, you'll build customer relationships, provide solutions and deliver legendary service. Join a…
Added 11 hours ago
SM
RQ11858 – Oracle Cloud Integration Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly skilled Senior Oracle Cloud Integration Specialist with extensive experience in Oracle Fusion Cloud applications, Oracle Integration Cloud (OIC), Oracle Recruiting…

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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