Coordinator, Workforce Planning – Call Centre

JOB TITLE: Coordinator, Workforce Planning – Call Centre

POSITION STATUS: Permanent Full-time

DEPARTMENT: Call Centre

LOCATION: Montreal, Quebec

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.

Workforce is responsible for planning, forecasting, scheduling, real time performance monitoring, and analytics for a multi site (Canada + offshore) contact centres. The role ensures optimal staffing and operational efficiency to improve Average Handle Time (AHT), Average Speed of Answer (ASA), Abandon Rate, and Call Avoidance through data driven decisions, proactive queue management, and partnership with Operations, Training, and Quality Assurance.

This role will manage the day-to-day activities of the Call Center to ensure optimum efficiency and must be available to work flexible hours including evenings and weekends.

WHAT YOU'LL BE DOING

• Monitor Interaction Supervisor which keep tracks of initiations within the call center throughout different departments.
• Cross utilize staff in order to ensure service goals in all departments
• Resolve customer service and operational problems
• Meet profitability by actively seeking cost reduction ideas
• Make recommendations to meet or exceed operational performance goals
• Manage day of operation scheduling and develop all schedules
• Troubleshoot and carry out problem resolution
• Document employees’ performance using their daily logs.
• Prepare reports on the operations as required
• Work with training department in scheduling hoteliers or other vendors
• Prepare payroll
• Prepare overtime

Forecasting & Capacity Planning

• Produce short-, medium-, and long term forecasts for inbound calls, chats, email, and social interactions using Genesys data sources and Insights dashboards
• Model staffing needs to achieve service-level targets
• Provide weekly and monthly FTE forecasts for internal + BPO locations.
• Scheduling & Workforce Optimization
• Build schedules using Genesys Connect Optimizer shift bidding/trading modules.
• Optimize staffing coverage by interval, channel, and skill.
• Coordinate with offshore vendor workforce teams to align shrinkage assumptions (vacation, absenteeism, coaching sessions, training, offline work).
• Recommend schedule adjustments based on real-time and historical trends.

Real-Time Management (RTM)

• Monitor queues, ASA, Service Level, AHT, and Abandon Rate in real time.
• Execute intraday actions: Reforecasting, Overtime/voluntary time off, Re-skilling / priority routing , Channel balancing
• Ensure immediate response to spikes due to weather events, political events, airline schedule changes, or system outages

Performance Reporting & Analytics

• Maintain, validate, and distribute daily/weekly/monthly operational reports
• Publish KPIs including: AHT, ASA, Abandon Rate, Occupancy, Handle time drivers, Call avoidance opportunities, Cross channel behaviors
• Analyze the impact of operational changes (policy updates, product launches, staffing transitions).

Call Avoidance Strategy

• Identify avoidable contact drivers (e.g., schedule changes, documentation issues, unclear policies).
• Partner with Business Process & Product teams (Agent Hub, Groups, etc.) to reduce call volume by automating workflows or clarifying information.
• Track and report savings (FTE equivalents) based on reduced handling time or volume—similar to the efficiency examples shown in your strategic report.
• Support implementation and training of chatbots/virtual assistants to deflect simple inquiries.

Quality, Coaching & Cross Functional Collaboration

• Coordinate with QA teams to balance coaching sessions
• Collaborate with Training on staffing for onboarding and product rollouts.
• Participate in root cause analysis efforts for escalations, customer sentiment, and customer experience improvements.

Vendor (BPO) Workforce Governance

• Maintain daily and weekly performance alignment with offshore WFM teams.
• Validate schedule adherence, shrinkage, and real-time behaviors.
• Ensure BPO reporting accuracy matches Canadian operational standards.

WHAT YOU BRING TO THE TEAM

• College degree and 3 years experience in a call center
• Ability to work well under pressure and demonstrate sound decision making ability
• Demonstrate strong interpersonal skills
• Ability to prioritize and handle multiple taks and adapt to sudden change of plans
• Ability to learn PC applications and apply knowledge
• Must be able to work alone and in a team environment
• Strong analytical and administrative skills
• 3–5 years WFM experience in a medium or large contact centre
• Strong understanding of Genesys tools, forecasting models, queue management, and SQL based reporting.
• Proficiency in Excel, Power BI, or equivalent analytics tools are an asset
• Experience in multichannel and omnichannel contact environments.
• Strong communication skills for cross functional coordination
• Knowledge of Interaction Supervisor/Interaction Administrator/Optimizer/Interaction Reporter an asset
• Fluently bilingual

• Be available to work a flexible schedule, including evenings and weekends.

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
• 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.