Coordinator, Workforce Planning – Call Centre

The Coordinator, Workforce Planning role at Air Canada Vacations oversees staffing, scheduling, and real-time performance monitoring for multi-site contact centers. The position utilizes data-driven analysis and Genesys tools to optimize staffing levels, improve service metrics, and collaborate with operations and training teams to ensure operational efficiency. Success in this role requires managing day-to-day activities, producing forecasts, and implementing strategies to reduce call volume and enhance the customer experience.