Workforce Planning Administrator

2 days ago


Vancouver, Canada Scenic Cruises Full time

Are you passionate about creating seamless, luxury service experiences and optimizing workforce performance in a dynamic environment?

Do you thrive on leveraging innovative technologies and data-driven insights to elevate contact centre operations?

Are you ready to join an award-winning team and contribute to delivering unparalleled travel experiences with one of the world’s leading luxury cruise brands?

**The Opportunity**:
The Workforce Planning Administrator for the Scenic Group, collaborates closely with Canadian Contact Centre leadership, ensuring that our workforce is highly engaged, skilled, and consistently meeting the highest standards of service excellence. The function plays a pivotal role in aligning our contact centre operations with the luxurious, high-end experience our passengers expect, contributing to key metrics such as service quality, sales performance, and customer satisfaction.

Key Responsibilities include:

- Anticipating and planning resource needs across various timeframes to meet operational demands while maintaining the luxury service standards.
- Designing and implementing scheduling solutions that balance operational efficiency with employee well-being, ensuring our team is poised to deliver exceptional service.
- Provide real-time desk support and managing queue flow to optimize service levels in a dynamic environment.
- Architecting and configuring contact centre systems to enhance performance, streamline operations, and support our premium service offering.
- Developing and analysing performance reports to identify trends, deliver insights, and recommend strategies for continuous improvement.
- Driving the adoption of new technologies and self-service tools, ensuring they are seamlessly integrated into our luxury service model.
- Working with key stakeholders to understand operational needs, advise on best practices, and implement solutions that enhance our guest experience.
- Overseeing leave allocations and requests, ensuring mínimal impact on service delivery while supporting employee well-being.
- Providing ongoing training and development for contact centre leaders, ensuring they are equipped to maintain the high standards of service expected by our discerning clientele.
- Leading or participating in projects aimed at enhancing contact centre operations and guest experience.

**We are Seeking**:
**Why Choose the Scenic Group**:
Scenic Group is an award-winning leader in luxury small-ship river and ocean cruising operating internationally renowned brands Scenic Luxury Cruises & Tours and Emerald Cruises. The company set a new standard for ocean cruising with Scenic Eclipse, The World’s First Discovery Yacht and with their intimate 100-person super-yacht, the Emerald Azzurra which start sailing in March 2022. For 35 years, the Scenic Group has been delivering outstanding vacation experiences to travelers who expect the best of everything. Winning the Cruise Critic Award five years in a row for Emerald Cruises, our Vancouver-based sales and marketing office proudly promotes river and ocean tours to travelers across Canada.

Pay: $60,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Wellness program
- Work from home

Schedule:

- Monday to Friday
- Weekends as needed

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 3 years (preferred)
- Customer service: 3 years (preferred)

Work Location: Hybrid remote in Vancouver, BC V6B 5A1



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