Job Description

Purpose

The Workforce Planning & Real-Time Coordinator reports to the Manager, Reservations Operations. The role supports NPS and quality KPIs through the achievement of service level targets for all interaction queues in the Reservations Team. The role also coordinates contact centre staffing through forecasting, scheduling and real-time monitoring, managing adherence and reporting while supporting Team Leads with performance insights.

Key Areas of Accountability:

Workforce Planning & Forecasting

Analyze historical and projected contact centre volumes, interval performance, shrinkage, and occupancy in collaboration with Sales & Reporting Analyst to inform staffing strategies.

Develop accurate forecasts and build team schedules to ensure adequate coverage across all channels, accounting for events like vacations, public holidays, product launches, and promotions.

Deliver regular operational reports and KPI summaries to leadership, highlighting actions taken and upcoming volume expectations.

Scheduling & Real-Time Operations Management

Manage scheduling logistics including shift swaps, planned and unplanned time-off requests, and schedule changes in compliance with labour laws and internal policies. Collaboration with payroll may be required for tracking and submission of timesheets.

Coordinate and approve meeting requests alongside Team Leads and Global Sales Training team while maintaining operational coverage.

Monitor and manage real-time operations including queue performance, wait times, hold times, and agent adherence and non-productive time using WFM tools, adjusting staffing as needed in collaboration with Team Leads.

Track attendance, schedule adherence, and exceptions, escalating performance concerns and supporting coaching efforts with data-driven insights.

Technology, Training & Cross-Functional Collaboration

Provide training to new hires on scheduling systems, shift policies, and adherence expectations.

Collaborate with QA Specialists to align adherence with customer experience and quality metrics.

Offer feedback to the Training & Development team to enhance onboarding and upskilling programs.

System administrator and user acceptance tester for telephony and related systems. SME for various related initiatives and projects.

General Responsibilities

Compiling, analyzing and distributing daily, intraday and historical performance reports to management.

Maintain accurate records by updating information in workforce management and scheduling systems.

Contribute to the creation and implementation of standard operating procedures (SOPs) and overall workforce development strategies.

Utilize specialized Workforce Management (WFM) and Workforce Optimization (WFO) software to manage and optimize staffing and performance.

Problem solving: identify and resolve immediate workforce-related issues to ensure smooth and efficient contact centre operations.

Other duties as assigned.

Qualifications:

Education/Certifications/Knowledge

High School graduation, supplemented by at least one year post-secondary education in general or business administration.

Experience

Minimum 2 years' experience in workforce management and call centre operations.

Experience with CRM systems, specifically Salesforce, and demonstrated experience improving reporting and processes is desirable.

Experience within the Travel/Tourism industry is an asset.

Skills

Strong written and verbal communication skills

Excellent time management and organizational abilities

High attention to detail with a strong sense of urgency

Comfortable in a fast-paced, multitasking environment.

Critical thinker and the ability to work independently.

Proficient in Workforce Management (WFM) tools and platforms, experience with Five9 preferred

Strong skills in Microsoft Word, Outlook, PowerPoint and Excel, including advanced formulas and database management.

Attributes

Positive and professional attitude

Self-motivated, takes initiative and exercises sound judgement in the absence of supervision

Ability to influence stakeholders effectively

Reliable and consistent team player

Detail-oriented and adaptable to change

Work Environment

Hybrid role with minimum 3 days in our downtown Vancouver office per week

Fast-paced sales and contact centre environment

Attend training or meetings, often in a remote or hybrid environment

Compensation

The base salary offered for this role is $55,000 to $60,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity. Eligible for Rocky Mountaineer's Bonus Program

Eligible Benefits

The Armstrong Collective family of companies supports our team members' health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:


Medical, Dental, Vision, Life Insurance Short term disability, long term disability, and Accidental Death & Dismemberment policy Travel emergency assistance Vacation time, sick time, and company holiday pay Up to 5% RRSP and/or TSFA match Two complimentary annual train tickets after first year of employment

Armstrong Collective, Rocky Mountaineer and Canyon Spirit are an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

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