Staffing and Engagement Coordinator (Remote)
About the role
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.
ROLE SUCCESS CRITERIA
- 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
KEY INDIVIDUAL TRAITS
Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.
Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment
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.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.
Staffing and Engagement Coordinator (Remote)
About the role
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.
ROLE SUCCESS CRITERIA
- 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
KEY INDIVIDUAL TRAITS
Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.
Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment
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.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.