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Added 10 mins ago
O
Senior Water Resources Engineer
Onterris
Calgary, AB · CAN-Alberta-Calgary
- Full-time
When you join us, you’re not just forging a career, you’re joining a movement. A movement for better thinking, smarter solutions and lasting impact.
Added 11 mins ago
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Packaging Consultant
TricorBraun
Toronto, ON · Canada - Toronto
- Full-time
…what keeps our organization charging ahead. If our approach to business energizes you, apply…
Added 11 mins ago
EB
Director, Cyber Program & Transformation
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
…services from banking and lending, to trust and credit union…
Added 11 mins ago
CC
Analyst, Insights and Pipeline Management
Canadian Cancer Society
Calgary, AB · Kelowna, BC · Prince George, BC · Vancouver, BC · Victoria, BC · St. John's, NL · Halifax, NS · Hamilton, ON · Ottawa, ON · Montreal, QC · Quebec, QC
- $52,000 to $59,000 CAD / year
- Full-time
Maintain and update the Business Procedures and Policies document to reinforce consistency in data and analytics practices that can also serve as a reference guide for fundraisers and…
Added 11 mins ago
TB
Workday Analyst
Tilray Brands, Inc.
Toronto, ON
- $80,000 to $90,000 CAD / year
- Full-time
Technical mindset – integration between business needs and HR technology solutions
Added 11 mins ago
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Intermediate Customer Support Specialist
Clio
Toronto, ON
- Full-time
…support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience. Your contributions will help drive the ongoing…
Added 11 mins ago
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Senior Sub-System Design Engineer
Ericsson
Ottawa, ON
- Full-time
Experience translating customer, business, or system requirements into technical subsystem solutions
Added 14 mins ago
CS
Data Engineer
Curis Solutions
Engineer, BC
- Full-time
Curis Solutions is a rapidly growing technology & analytics focused consulting firm specializing in creating long term solutions for health systems and physician practice groups to harness…
Added 18 mins ago
VI
online marketing manager
Vestra Inet
Concord, ON
- From $65,000 CAD / year
- Full-time
- On-site
…strategies, creative marketing, and cutting-edge technology solutions. We are seeking a motivated, strategic, and tech-savvy Online Marketing Manager with experience in SEO and AI…
Added 25 mins ago
OC
Senior Analyst, SAP Ariba
Optis Consulting
Vancouver, BC
- Full-time
for understanding how Optis solutions solve business problems.
Added 29 mins ago
CC
Manager, Communications
Canadian Cancer Society
Halifax, NS
- Full-time
Demonstrated ability to problem solve, think outside the box and find creative solutions
Added 29 mins ago
BH
Manager of Clinical Practice (LPN)
Bayshore HealthCare
Miramichi, NB
- Full-time
…independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own…
Added 29 mins ago
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Bilingual Technical Trainer
Epiroc
Val-d'Or, QC
- Full-time
We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s…
Added 29 mins ago
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Part-Time Assistant Manager - Cineplex Odeon Victoria Cinemas
Cineplex
Victoria, BC
- Part-time
Forecast, initiate action/projects to drive the business forward and strengthen Cineplex Entertainment as Canada’s #1 premier film exhibition company.
Added 29 mins ago
TT
Digital Controls Technical Specialist
Trane Technologies
Montreal, QC
- Full-time
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the…
Added 29 mins ago
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Software Engineer - Product Lifecycle Information Management
lululemon
Vancouver, BC
- Full-time
…high-value deliverables and focus on shipping quality software solutions and other deliverables. By partnering closely with the business partners, project leads, and technical teams we help…
Added 29 mins ago
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Seasonal Guest Experience Lead | 17th ave
lululemon
Calgary, AB
- Full-time
Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
Added 29 mins ago
EB
Director, Cyber Program & Transformation
EQ Bank
Toronto, ON
- Full-time
…services from banking and lending, to trust and credit union…
Added 32 mins ago
MV
Engineer-In-Training
Metro Vancouver
Burnaby, BC
- From $77,171.26 CAD / year
- Full-time
- On-site
…projects, while sharing our vision for delivering services and solutions for a livable region now and into the future. You?ll embark on a four-year development plan designed to assist you…
Added 38 mins ago
CA
Senior Architect
Coles Associates Ltd
Charlottetown, PE
- Full-time
Provide technical guidance, creative problem-solving, and innovative design solutions for complex architectural challenges.
Added 40 mins ago
Business Analyst
Treasury Board Secretariat
St. John's, NL
…documentation for PUM image updates, including tax updates. The Business Analyst makes recommendations on system enhancements; maintaining control over all test instances of the…
Added 40 mins ago
GI
business analyst - computer systems
G9SIGMA INC.
Toronto, ON
- From $46 CAD / hour
- Full-time
- On-site
Document technical requirements to ensure that products, processes and solutions meet business requirements
Added 42 mins ago
TS
Canada | Winter 2027 Internship Program | Canada | Programme de stage d'hiver 2027
TD SYNNEX Corporation
Mississauga, ON
- Full-time
Leverage data analytics tools to transform sales data into actionable business insights.
Added 50 mins ago
ZS
Sales Representative - Toronto, ON
Zedcor Security Solutions
Toronto, ON · Etobicoke, Ontario
- Full-time
…turnkey and customized mobile surveillance and live monitoring solutions to blue-chip customers across North America. The Company continues to expand its established platform of over 1,200…
Added 52 mins ago
SD
Senior Product Manager
Shoppers Drug Mart
Mississauga, ON
- Full-time
…concepts to diverse audiences, including senior executives, business stakeholders, and technical…

Northwestel

Mgr, Workforce Mgmt & Capacity Planning

Yellowknife, NT, X1A 3S9, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 6, 2026

Original job description

Reporting to the Senior Manager Shared Service Operations, this position is responsible for providing a centralized service, referred to as the Control Centre, to coordinate, schedule and dispatch installation and repair service orders for all technical Field Services employees in an effective and efficient manner across all regions of Northwestel’s operating area.

This position has the following direct reports:

Workforce Coordinators; and
Project Coordinators.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Métis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.

Specific Accountabilities

Manage the centralized workload scheduling and dispatch function which receives, assesses, coordinates, prioritizes, schedules and escalates service order requests received from Call Centres, Repair Centre, Sales and Engineering for activities which may include, but are not limited to, installations, maintenance and repair, or other network-related work.
Ensures requests for service and workload management are executed efficiently to optimize customer satisfaction and revenue. This includes responses to emergency or unplanned requirements while ensuring on-going workload commitments of field personnel are met.
Working closely with Managers of Field Operations, this position assists with the processes to identify skill shortages of field technical forces and help determine corresponding training needs and maintain detailed workforce skills inventory for workload and dispatching purposes through ServiceNow Field Service Management (FSM).
Develop, coach, lead and engage Control Centre employees by conducting performance reviews, addressing disciplinary issues in an appropriate manner, and applying the Attendance Management Program and other relevant policies when needed. This also includes skill assessment and gap analysis that ensures effective employee development and training to meet the needs of the individual and department.
Participate on various committees and projects for process improvements, technical staff skills gap analysis, identification of high value customers, feasibility of possible coordination of other technical staff, etc.
Demonstrate and role model a passion for meeting customer commitments.
Bring together cross-functional stakeholders, as required, to investigate roadblocks to success and manage the Continuous Improvement projects to improve customer service.
Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
Perform timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements, as applicable.

Knowledge And Skills Required

Degree in Business or a related technical field;
Minimum of three to five (3-5) years’ experience in managing both people and resource deployment.
Experience in strategic planning and implementation preferably in the telecommunications or Fleet Dispatch Operations;
Proven analytical, root cause analysis and problem-solving skills;
Excellent interpersonal communication (oral, written and presentation), leadership, coaching and motivational skills and an ability to article issues clearly to influence decision-making processes and change;
Proven experience in project/process management;
Proven experience in providing exceptional customer service skills;
Experience in a call center environment will be considered an asset.
An understanding of field installation and technical repair will be considered an asset.
A working knowledge in telecommunications-related technical acumen and business software programs including Suite Solutions, Click, ServiceNow FSM and MS Office will be considered an asset.
Knowledge of the elements of a health & safety program will be considered an asset.

Nature And Scope:

This position manages all processes and strategies related to the scheduling of work to service areas which has significant impacts on revenue and customer satisfaction. The Manager must work effectively across the organization to define, develop, champion and implement opportunities associated with the work deployment processes at Northwestel.

Typical Contacts:

Internal contacts include working closely with Managers of Field Operations, Call Centre, External Service Desk, Sales, Engineering and Project Managers as well as escalations to peers, Director & VP’s to ensure the allocation of staff resources (this involves coordination and negotiation) to meet customer commitments and to identify training needs for the field technical staff; and call centres and retail stores where the work orders are initiated. In addition, there are internal project teams which this position may lead or work with to improve processes which involve working with departments such as Network Operations Control Centre (NOCC), Service Desk, Sales, Engineering, etc.

External contacts include residential customers and small business customers requesting escalation for their trouble tickets or work orders. Other telephone companies may be contacted for information exchange and process improvements. There is limited contact, usually in a supporting role to the Account Managers and Account Executives, with large business customers to support best in class customer service.

Working Conditions

This position works in a typical office environment. Occasionally the incumbent may be required to travel throughout Northwestel’s operating territory, as well as to travel outside the operating territory for meetings and conferences pertaining to Inter-company service assurance and pertinent service level agreements.

What We Offer You

Health & Wellness Benefits, Pension Plan, Discounts
Team Incentive Bonus
Paid Vacation with a Vacation Travel Allowance
Work-Life Balance
Community Involvement

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

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More about this job

Responsibilities

Manage the centralized workload scheduling and dispatch function to coordinate installation and repair service orders for field technical employees. Lead and develop Control Centre staff while collaborating with cross-functional stakeholders to optimize service efficiency and customer satisfaction.

Requirements

Requires a degree in Business or a related technical field and three to five years of experience in managing people and resource deployment. Proven analytical, leadership, and project management skills are essential, with experience in telecommunications or fleet dispatch operations preferred.

Skills

Workforce management
Capacity planning
Strategic planning
Resource deployment
Analytical skills
Root cause analysis
Problem-solving
Leadership
Coaching
Project management
Customer service
ServiceNow FSM
Telecommunications
Process improvement
Performance management

Benefits

Health & Wellness Benefits
Pension Plan
Discounts
Team Incentive Bonus
Paid Vacation
Vacation Travel Allowance

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Capacity Planning
Field Services
Dispatch Operations
ServiceNow FSM
Telecommunications
Strategic Planning
Root Cause Analysis
Project Management
Process Improvement
Performance Reviews
Attendance Management
Occupational Health and Safety
Accident Prevention Program
Code of Business Conduct
Suite Solutions
Click
MS Office
Resource Deployment
Customer Service
Stakeholder Management
Continuous Improvement
Technical Acumen
Workload Scheduling

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