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Added 10 mins ago
Legal Counsel (12-month Term)
Payments Canada
Toronto, ON · Ottawa, ON
Information technology, Fintech, and emerging policy and legal issues.
Added 38 mins ago
R
Strategic Operations Manager - Partnerships
Relay
Toronto, ON
- Full-time
We’re looking for a Strategic Operations Manager - Partnerships to join our team supporting the Partner Sales team to empower accounting and bookkeeping professionals to better serve their…
Added 38 mins ago
LS
Director of Business Operations – Construction Sector
Lock Search Group
Kamloops, BC
- Full-time
…to lead their search to find a highly dedicated and proven Director of Business Operations to lead their Kelowna based business unit. This position directly overseas, manages and leads a…
Added 38 mins ago
HR
Technology Operations Manager
Hughes Recruitment & Strategy Collective
Hague, SK
- Full-time
As the Technology Operations Manager, you will work collaboratively and be responsible for:
Added 38 mins ago
ES
Senior Manager, Finance and Administration
Edmonton Southside Primary Care Network
AB · Edmonton, AB
- Full-time
· To oversee the organization’s physical infrastructure, including facilities, security, and information technology coordination, in alignment with finance, risk management, and corporate…
Added 38 mins ago
B
Health, Safety, Environment, Quality and Operations Manager
BMT
Ottawa, ON
- $90,000 to $110,000 CAD / year
- Full-time
The HSEQ manager also provides leadership in the provision of facilities, information technology, and security across the organization. They ensure BMT staff have the right tools in the…
Added 40 mins ago
PG
Senior Art Director, Social
Publicis Groupe Holdings B.V
Toronto, ON
- Full-time
Publicis is an omni-channel communications agency with over 600 employees across our Canadian operations. The office is the largest in our industry in Canada and boasts talent across…
Added 1 hour ago
CO
Manager, Finance and Risk
College of Naturopaths of Ontario
Toronto, ON
- Full-time
Assisting the Director, Operations with the provision of information to support internal and external reporting requirements.
Added 1 hour ago
RS
Director, Customer Success Operations & Education
Redwood Software
Toronto, ON
- $150,000 to $170,000 CAD / year
As a Director, Customer Success Operations & Education you will be responsible for leading the operating strategy, infrastructure, and customer learning ecosystem supporting Redwood’s…
Added 1 hour ago
HR
Project Coordinator
Hitachi Rail
Toronto, ON
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 1 hour ago
CD
Gestionnaire principal(e) des ventes – Spectacles en tournée des Amériques | Senior Sales Manager – Americas Touring Shows
Cirque du Soleil Entertainment Group
Montreal, QC
- Full-time
…produits exceptionnels, pour assurer le bon déroulement des opérations, pour mettre leur ingéniosité au service de leur équipe, en plus de contribuer à valoriser leur expertise et…
Added 1 hour ago
MF
Director Threat Intelligence
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
…enterprise considerations into actionable governance aligned to Technology…
Added 2 hours ago
N
Manager, Surface Operations (Full-time)
NORCAT
Onaping, ON
- Full-time
· Serve as NORCAT Underground Centre Mine Manager when the Director- Underground Centre and Manager- Operations and Technology Testing are not available.
Added 2 hours ago
WL
Market Manager - Data Center & Energy
Weidmuller Ltd
Markham, ON
- $140,000 to $160,000 CAD / year
- Full-time
Organize the flow of customer, project, application, competitor, and technology information into the appropriate company teams and divisions.
Added 2 hours ago
BT
Fibre Service Technician Supervisor
Beanfield Technologies Inc.
Toronto, ON
- $35 to $39 CAD / hour
- Full-time
…Service Technician (FST) and Support teams. Reporting to the Director of Field Service, you’ll help ensure our technicians have the guidance, resources, and support they need to deliver…
Added 2 hours ago
N
Mgr, Workforce Mgmt & Capacity Planning
Northwestel
Yellowknife, NT
- Full-time
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,…
Added 2 hours ago
AE
HR & Talent Acquisition Specialist
Aspex Eyewear Inc.
Mont-Royal, QC
- Full-time
This is a hands-on role for someone who enjoys recruiting, working directly with hiring managers, and contributing to the day-to-day operations of our HR department.
Added 2 hours ago
SS
Security Operations Team Lead
Safe Software
Remote, Canada
- $126,000 to $137,000 CAD / year
- Full-time
- Remote
Reporting to the Director of Information Security, you'll take ownership of the programs on our roadmap - incident response, vulnerability and patch management, system hardening and…
Added 2 hours ago
HH
Project Manager, Redevelopment and Facilities
Halton Healthcare
Oakville, ON
- Contract
Working under the direction of the Director, Facilities, Construction & Retail Operations, the Project Manager will serve as the primary liaison between Hospital operations and the…
Added 3 hours ago
CM
Bilingual Senior Relationship Manager, Relationship Management
CIBC Mellon
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Provides information to clients on a timely basis regarding industry news, company initiatives, services, products and upcoming changes to policies, processes and technology.
Added 3 hours ago
Principal Product Manager - Platform Security
PagerDuty
Toronto, ON
…strategy and execution of how we secure, harden, and defend our Operations Cloud platform. This role sits within our Product Development organization and reports to the Sr Director of…
Added 4 hours ago
B
Fibre Service Technician Supervisor
Beanfield
Toronto, ON
- $35 to $39 CAD / hour
- Full-time
…Service Technician (FST) and Support teams. Reporting to the Director of Field Service, you’ll help ensure our technicians have the guidance, resources, and support they need to deliver…
Added 4 hours ago
SL
Information Technology Audit Manager
Sun Life
Toronto, ON · Sun Life Toronto One York
- Full-time
The Information Technology (IT) Audit Manager is a role within IA that will report to the Director (IT Digital and Data), within Internal Audit. The incumbent will support the execution of…
Added 4 hours ago
C
Director, Capital Markets Accounting
CIBC
Toronto, ON
- Full-time
…Controllership/Finance and with other stakeholder groups in Front Office, Technology, and Operations to support business initiatives and solve complex…
Added 4 hours ago
M
People Operations Systems Analyst
Medisca
ON
- Full-time
The People Operations Systems Analyst leads the administration, optimization, and continuous improvement of HRIS platforms and People & Culture workflows. Reporting to the Director, HRIS &…

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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