Coordinator, Workforce Planning – Call Centre (Westmount)

Coordinator, Workforce Planning – Call Centre Vacancies Air Canada Vacations – Montreal Office, 1440 St-Catherine West, Montreal, Quebec, Canada Posted Tuesday, May 26, 2026 at 4:00 a.m. Job Title: Coordinator, Workforce Planning – Call Centre Position Status: Permanent Full-time Department: Call Centre Location: Montreal, Quebec At Air Canada Vacations, we’re in the business of making dreams travel. We offer vacation packages, tours, cruises and more tailored to everyone’s needs. Join our team to help Canadians create unforgettable memories. What you'll be doing - Monitor Interaction Supervisor to track initiations within the call center across different departments. - Cross-use staff 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 operations as required. - Work with the training department in scheduling hoteliers or other vendors. - Prepare payroll and 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 and BPO locations. - 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. - 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 such as policy updates, product launches, staffing transitions. Call Avoidance Strategy - Identify avoidable contact drivers such as schedule changes, documentation issues, unclear policies. - Partner with Business Process & Product teams to reduce call volume by automating workflows or clarifying information. - Track and report savings (FTE equivalents) based on reduced handling time or volume. - 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 three years experience in a call center. - Ability to work well under pressure and demonstrate sound decision making. - Strong interpersonal skills. - Capacity to prioritize and handle multiple tasks and adapt to sudden changes. - Ability to learn PC applications and apply knowledge. - Capability to work alone and in a team environment. - Strong analytical and administrative skills. - Three to five 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. - Experience in multichannel and omnichannel contact environments. - Robust communication skills for cross‑functional coordination. - Knowledge of Interaction Supervisor, Interaction Administrator, Optimizer, and Interaction Reporter an asset. - Fluent bilingualism. - Availability to work a flexible schedule, including evenings and weekends. Why work with us? - Large employee travel program—eligible after six months of service. - Hybrid work model. - Comprehensive benefit plans, including health and dental. - Training and development tools to unlock your full potential. Our commitment to diversity, equity, and inclusion Air Canada Vacations is committed to ensuring a diverse, equitable, and inclusive workplace. We celebrate uniqueness and foster belonging so each team member can thrive. We encourage applicants from all backgrounds and are an equal‑opportunity employer. Please let us know if you require accommodations, alternative formats, or support to meet accessibility needs. Linguistic Requirements We prefer bilingual candidates when qualifications are equal. The role involves daily interactions with partners, clients, and colleagues located outside Quebec. Apply on Kit Job: kitjob.ca/job/2psdtx