Lead workforce forecasting and analytics for Call Centre operations, using Genesys Cloud and advanced Excel to align staffing with customer demand.
This experienced Specialist leads the Workforce Planning team across forecasting, capacity planning, scheduling, and real-time management. The position uses operational data to identify staffing gaps, assess risks, and recommend resource adjustments. Collaboration spans Call Center, Operations, Training, Human Resources, Payroll, and Advantages partners.
Key Responsibilities: Lead, coach, and develop the Workforce Management team
Oversee forecasting, capacity planning, scheduling, and real-time operations
Analyze contact volumes, service levels, productivity, and adherence
Direct staffing and skill adjustments to optimize coverage




Provide data-informed staffing and resource utilization recommendations
Requirements: Progressive Workforce Management, forecasting, or scheduling experience
Proficiency in Genesys Cloud Workforce Management and analytics
Advanced Excel and dashboard or business intelligence experience
Experience leading, supervising, or coordinating a team
Availability for rotating days, evenings, weekends, and holidays
Apply workforce planning, Genesys Cloud analytics, and leadership expertise to strengthen Call Centre staffing and service performance.

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📌 Workforce Planning Analytics Specialist (Quebec City)
🏢 Vacances Air Canada / Air Canada Vacations
📍 Quebec City