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Added 5 mins ago
M(
Payroll Specialist
MLSE (Maple Leaf Sports & Entertainment Partnership)
Toronto, ON
- Full-time
…Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL) and development teams with the Toronto Marlies (AHL), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors…
Added 5 mins ago
LM
DOCUMENT CONTROL SPECIALIST - LONDON SITE
Laframboise Mechanical Electrical Ltd
London, ON
- Contract
At Laframboise Group, we prioritize collaboration, innovation, and professional development. Our team members are valued contributors, empowered to lead, improve, and excel. We offer…
Added 5 mins ago
LG
DOCUMENT CONTROL SPECIALIST - LONDON SITE
Laframboise Groupe
London, ON
- Contract
At Laframboise Group, we prioritize collaboration, innovation, and professional development. Our team members are valued contributors, empowered to lead, improve, and excel. We offer…
Added 5 mins ago
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Mine Engineer in Training (EIT)
Glencore
Sudbury, ON · Greater Sudbury, ON
- Full-time
Reporting to the Mine Engineer Specialist, the Mine Engineer in Training (EIT) will gain practical experience in various aspects of underground mining engineering through a combination of…
Added 5 mins ago
A
Electrical Engineering Specialist
AtkinsRéalis
Toronto, ON
- Full-time
Make the most of diverse opportunities for training and professional development to grow your skills and expertise.
Added 5 mins ago
A
Electrical Engineering Specialist
AtkinsRéalis
Toronto, ON
- Full-time
Make the most of diverse opportunities for training and professional development to grow your skills and expertise.
Added 5 mins ago
SG
Directrice ou directeur, Planification financière et fiscalité
SFL Gestion de patrimoine – Partenaire de Desjardins
Montreal, QC
- Full-time
Tax specialist training: Master's, graduate diploma or LL.M. in taxation, or the CPA Canada In-Depth Tax Course.
Added 5 mins ago
T
Kubernetes Engineer II
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 5 mins ago
T
Business Information Management Specialist-1
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 5 mins ago
T
Business Information Management Specialist-2
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 5 mins ago
C
Logistics Specialist
Cencora
Montreal, QC · CAN > QC > St. Laurent > Poirier
- Full-time
…encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource…
Added 6 mins ago
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Senior Manager, Insurance Finance
BMO
Toronto, ON · YNG
- Full-time
…priority is an exceptional people leader who invests in talent development, builds capabilities for the future, and creates a strong succession pipeline rather than focusing solely on…
Added 35 mins ago
MD
Grants Specialist - Grants Specialist 3
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
…in employees by providing benefits, support resources, and training and development…
Added 35 mins ago
GC
Mine Engineer in Training (EIT)
Glencore Canada
Sudbury, ON · Greater Sudbury, ON
- Full-time
Reporting to the Mine Engineer Specialist, the Mine Engineer in Training (EIT) will gain practical experience in various aspects of underground mining engineering through a combination of…
Added 35 mins ago
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BAS Graphics Designer – Building Automation / EBO (GDBA005)
Potenco
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Escalate point-mapping, naming, configuration, or engineering-data issues to the appropriate BAS Specialist or Systems Integrator.
Added 35 mins ago
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Product Support Specialist
CanDeal
Toronto, ON
- Full-time
Reporting to the Manager, Client Services and Operations, the Product Support Specialist provides institutional client and dealer support by understanding what is important to marketplace…
Added 50 mins ago
Specialist, Employee Relations
CMHC - SCHL
Toronto, ON · Ottawa, ON · Montreal, QC · Vancouver, BC · Halifax, NS · Calgary, AB
Support towards your personal and professional growth with training, mentorship and more.
Added 50 mins ago
CH
Mental Health Direct Support Specialist - Surrey
CBI Home Health
Surrey, BC
- Part-time
Paid orientation, training and development with opportunities to grow your career
Added 50 mins ago
FB
Deli/Cheese Department Manager
Farm Boy Inc.
Whitby, ON
- $55,000 to $60,000 CAD / year
- Full-time
Develop and lead a high-performance team by overseeing recruitment, training, coaching, performance reviews, recognition, and ongoing development while maintaining confidentiality and trust.
Added 50 mins ago
FB
Meat Department Manager
Farm Boy Inc.
Kingston, ON
- $57,500 to $62,500 CAD / year
- Full-time
Develop and lead a high-performance team by overseeing recruitment, training, coaching, performance reviews, recognition, and ongoing development while maintaining confidentiality and trust.
Added 1 hour ago
T®
Risk Governance Specialist
TekWissen ®
Montreal, QC
- $44.24 to $63.11 CAD / hour
- Contract
The Model Risk Governance Specialist is Responsible for the Following Activities:
Added 1 hour ago
FB
Deli/Cheese Department Manager
Farm Boy Inc.
Whitby, ON
- $55,000 to $60,000 CAD / year
- Full-time
Develop and lead a high-performance team by overseeing recruitment, training, coaching, performance reviews, recognition, and ongoing development while maintaining confidentiality and trust.
Added 1 hour ago
CO
Mediation Specialist I
City of Dayton Department of Water
Ottawa, ON
- Full-time
…prepares reports and compiles data. Assists in the planning, development and execution of new volunteer training, and provides on-going support to volunteer mediators. Presents training and…
Added 1 hour ago
T
Recruitment Specialist I
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
…solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your…
Added 1 hour ago
NF
People Services Specialist
New Flyer
Winnipeg, MB
- Full-time
The People Services Specialist is a key member of the People & Culture team, providing HR operational support across the organization. This role supports recruitment and selection, employee…

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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