Coordinator, Workforce Planning – Call Centre

Vacances Air Canada Vacations / Air Canada Rouge•Montreal, QC

1d•Hybrid

About The Position

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.

Requirements

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.
Strong communication skills for cross‑functional coordination
Fluently bilingual
Be available to work a flexible schedule, including evenings and weekends.

Nice To Haves

Proficiency in Excel, Power BI, or equivalent analytics tools are an asset
Experience in multichannel and omnichannel contact environments.
Knowledge of Interaction Supervisor/Interaction Administrator/Optimizer/Interaction Reporter an asset

Responsibilities

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
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.
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.
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
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).
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.
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.
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.