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Added 1 min ago
YO
Employment Program Director
YMCA of Greater Toronto
Toronto, ON · Scarborough, ON
- Full-time
The Employment Programs Director leads the development and management of Employment and Get SET programs to meet community needs and support the Association’s objectives. The role builds…
Added 1 min ago
WO
Nurse Practitioner - Stroke Program
William Osler Health System
Brampton, ON
- Full-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 13 mins ago
S
Program Manager, Indigenous Health
Sanya’k̓ula
Vancouver, BC
- Full-time
Reporting to a Director, Indigenous Health, the Program Manager is responsible for the management and oversight of strategic programs and related projects under Indigenous Health’s (IH)…
Added 14 mins ago
WO
Nurse Practitioner - Stroke Program
William Osler Health System
Brampton, ON
- Full-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 14 mins ago
CH
PSG Technician Trainee
Capital Health (US)
Hamilton, ON
- Full-time
…parameters/procedures in conjunction with the ordering physician or medical director and Center protocols. Reviews all patient information and physician orders and contacts the physician as…
Added 14 mins ago
TS
Shift Lead LPN
The Salvation Army in Canada
AB · Edmonton, AB
- Part-time
…Collaborate with the Clinical Education Manager, Clinical Educator, Director of Care and Alberta Health Services Case Managers with the implementation and…
Added 14 mins ago
BH
Manager, Impact (Bayshore Foundation & Sustainability),
Bayshore HealthCare
Mississauga, ON
- Full-time
The Manager, Impact (Bayshore Foundation & Sustainability), reporting to the Director, Impact (Bayshore Foundation & Sustainability), will be responsible for day-to-day operations of the…
Added 16 mins ago
Health Care Aide
Optima Living
Morinville, AB
Guided by our North Star, Let us welcome you home™, we are committed to People, Place, and Community. With a resident-first philosophy and a focus on innovation, we are redefining aging…
Added 16 mins ago
NW
Maintenance Worker
Native Womens Centre
Hamilton, ON
- Full-time
…the Maintenance Worker will work closely with the Executive Director, the Manager of IPV/GBV/VAW Programs and Services, Manager of Transitional Living Programs and Services, Manager of…
Added 16 mins ago
IC
Program Manager - Community Mobile Hub - Temp Part-Time Salary
ISLAND CRISIS CARE SOCIETY
Nanaimo, BC
- $57,345.6 to $62,384.4 CAD / year
- Part-time
- Temporary
The Program Manager – Community Mobile Hub is responsible for the overall leadership, planning, administration, and day-to-day operation of ICCS Community Mobile Hub. The position ensures…
Added 31 mins ago
UO
Manager, Operations and Stakeholder Engagement
University of British Columbia
Vancouver, BC · UBCV | Allard Hall (ALRD)
- $7,158.42 to $10,292.25 CAD / month
- Full-time
Reporting to the Director, Canada Climate Law Initiative, the Manager leads the day-to-day operational management of the Council’s work, including workplans, project timelines, governance…
Added 31 mins ago
MU
Student Affairs Administrator
McGill University
Montreal, QC · Duff Medical Bldg.
- Full-time
Under the guidance of the Graduate Program Director, the Student Affairs Administrator will be responsible for student admissions, enrolment services, and helping with communications and…
Added 31 mins ago
MU
Technology Transfer Manager
McGill University
Victoria, BC · James Admin. Bldg.
- Full-time
…economic and social prosperity of Québec by accelerating the development and transfer of high potential innovations stemming from public research. The Technology Transfer Manager will…
Added 31 mins ago
MU
Associate Director Operations and Systems
McGill University
Brown Student Serv.
- Full-time
Reporting to the Director of the Scholarships & Student Aid Office, the Associate Director provides strategic leadership in operations, systems, and service delivery. The role oversees…
Added 31 mins ago
MU
Financial Analyst
McGill University
Sherbrooke, QC
- Full-time
Reporting to the Associate Director, Finance and Administration, provides professional financial guidance for all funds within the School of Continuing Studies (SCS). The Financial Analyst…
Added 31 mins ago
LV
Accounts Payable Specialist
Lee Valley Tools
Ottawa, ON
- $45,000 to $55,000 CAD / year
- Full-time
…while striving to provide an environment where learning and development are…
Added 45 mins ago
WI
Archaeology Field Director
WSP in Canada
Fort St. John, BC
- Full-time
Explore Limitless Possibilities - WSP has an exciting opportunity for an Archaeology Field Director to join our Heritage team in Fort St John, British Columbia. As Field Director, you will…
Added 45 mins ago
WI
Archaeology Field Director
WSP in Canada
Fort St. John, BC
- Full-time
Explore Limitless Possibilities - WSP has an exciting opportunity for an Archaeology Field Director to join our Heritage team in Fort St John, British Columbia. As Field Director, you will…
Added 45 mins ago
AC
Licensed Practical Nurse
All Care Canada (Sidney) Inc
Sidney, BC
- Full-time
Sidney All Care Residence is a family-owned, private pay long-term care community dedicated to providing a loving, supportive environment for our residents. Since opening in 2013, we have…
Added 46 mins ago
H
Manager Primary Health Care
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
…to achieve our province's healthcare goals. Reporting to the Director of Primary Health Care, the Manager is responsible for creating operational lines of sight that connect to the goals…
Added 46 mins ago
Director, Marketing Activation & Category Solutions (12mth Contract)
Molson Coors
Toronto, ON
In the role of Director, Marketing Activation & Category Solutions (12-Month Contract) working in Toronto, ON, you will be part of the Commercial Leadership Team. You will lead Molson Coors…
Added 46 mins ago
SD
Director, Strategy & Operations
Shoppers Drug Mart
Toronto, ON
- Full-time
Reporting to the SVP, Pharmacy, the Director, Strategy & Operations is a strategic partner to the Pharmacy Operations & Transformation leadership team, responsible for driving strategic…
Added 46 mins ago
Assistant Manager, Open Recreation
University of Toronto
Toronto, ON
Under the general direction of the Director, Active Healthy Living, you will provide professional and dynamic leadership to the Faculty’s Physical Activity and Open Recreation programs…
Added 1 hour ago
TH
AI Engineer | Full time | AI Innovations
Trillium Health Partners
ON · ON, Canada
- Full-time
A New Kind of Health Care for a Healthier Community. That’s our Vision at Trillium Health Partners (THP), one of the largest community-based acute care facilities in Canada. Comprised of…
Added 1 hour ago
PS
Director of Admissions and Enrollment Management
Paideia School
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
This position will include close collaboration with the Head of School, Director of Development, Director of Parent Involvement, and level Principals.

Northwestel

Mgr, Workforce Mgmt & Capacity Planning

Yellowknife, NT, X1A 3S9, Canada

Full-time

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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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