POSITION SUMMARY

The Contact Center Staffing & Engagement Coordinator supports the success of the North America Contact Center by managing staffing needs, coordinating recruitment for frontline roles, and driving engagement through events, communications, and operational support. This role ensures we attract great talent, maintain a strong candidate pipeline, and create a positive employee experience that fosters performance and retention.
Key Responsibility

1 – Staffing & Recruitment Support

• Manage end-to-end recruiting for frontline contact centre roles in collaboration with People & Culture.
• Source candidates via job boards, referrals, and internal channels.
• Conduct initial phone screens and assessments using job success profiles.
• Coordinate interviews, reference checks, offers, and onboarding handoffs.
• Maintain accurate recruiting materials, job descriptions, and staffing metrics.

2 – Workforce Planning

• Track open roles and partner with managers to forecast hiring needs.
• Maintain joiner/leaver documentation and distribution lists for IT and operational readiness.
• Monitor staffing data to improve efficiency and resource allocation.

3 – Agent Engagement & Recognition

• Plan and deliver engagement initiatives such as incentive programs and recognition events.
• Support internal communications, scheduling, and team announcements.
• Organize training opportunities.

4 – Operational & Team Support

• Provide backup assistance for Help Desk, QA, and administrative tasks.
• Maintain budgets and documentation for contact centre operations.
• Participate in special projects and initiatives to support overall team performance.

YOUR EXPERIENCE AND EXPERTISE

Minimum 1 year of experience in a contact centre or high-volume operational environment.
Hands-on experience conducting interviews and screening candidates.
Familiarity with recruiting tools (Dayforce, Clear Company) and Microsoft O365.
Understanding of Tropics and Genesys systems preferred.
Strong organisational, interpersonal, and decision-making skills.
Knowledge of TTC Tour Brands (Trafalgar, Costsaver, Insight Vacations, Luxury Gold) is a plus.
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted

• Maintain time-to-fill targets for all frontline roles.
• Achieve engagement program participation goals.
• Ensure onboarding satisfaction scores remain above benchmark.
• Maintain accurate and timely staffing data and report