Specialist, Workforce Planning and Analytics
- Hiring from
- Canada
- Work type
- Hybrid
- Posted
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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.
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.
- 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.