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.

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