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Added 26 mins ago
IG
Gestionnaire, systèmes financiers***Manager, Financial Systems
IPEX Group
CA - IDS - Office
- Full-time
Added 40 mins ago
EC
Administrative Assistant PT
EHN Canada
Carters Point, NB
- $22 to $25 CAD / hour
- Part-time
…and groups inside or outside of the company, and support the development, implementation, and maintenance of organizational policies, procedures, and administrative processes. The Assistant…
Added 40 mins ago
NP
Director of Sales and Marketing
Naturally Pacific Resort
Campbell River, BC
- Full-time
As a key member of our team the Director of Sales and Marketing is responsible for driving the sales strategy and execution for Naturally Pacific Resort. This role involves managing client…
Added 40 mins ago
SC
Design Director
Sony Computer Entertainment France SA
Montreal, QC
- Full-time
We are looking for an experienced Design Director to join the Haven team. The Design Director will take the core pillars from the Creative Director and articulate them into balanced,…
Added 40 mins ago
SC
Design Director
Sony Computer Entertainment France SA
Montreal, QC
- Full-time
Poste : Directeur.trice de la conception de jeu (Design Director)
Added 56 mins ago
OH
Manager, Transplant Services
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
Ongoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession
Added 56 mins ago
PM
Administrative Assistant
Prairie Mountain Health
Neepawa, MB
- Full-time
Demonstrated professional and personal commitment for professional development, lifelong learning and continuing education
Added 56 mins ago
Director of Care
Optima Living
Calgary, AB
Reporting to the General Manager, the Director of Care leads and oversees the delivery, quality, and coordination of resident care, ensuring compliance with regulatory standards and…
Added 1 hour ago
NP
Director of Sales and Marketing
Naturally Pacific Resort
Campbell River, BC
- Full-time
As a key member of our team the Director of Sales and Marketing is responsible for driving the sales strategy and execution for Naturally Pacific Resort. This role involves managing client…
Added 1 hour ago
LH
OWN Assessor - Physiotherapist OR Chiropractor
Lifemark Health Group
ON
- $100 to $300 CAD / hour
- Part-time
Utilizing e-charting software to document treatment sessions and recommendations.
Added 1 hour ago
RF
Food & Service Innovation Strategic Sourcing Manager
Real Food For Real Kids
Toronto, ON
- Full-time
Reports To: Director Food & Service Innovation
Added 2 hours ago
C
Accounts Receivable Coordinator
CPCS
ON · Ontario, Canada
- $50,000 to $58,000 CAD / year
- Full-time
At CPCS, we’re collaborative, fun, and deeply dedicated advisors that are shaping the development of infrastructure because the world depends on good infrastructure to function. And good…
Added 2 hours ago
A
Associate Director Identity Security
Accenture
Toronto, ON
- Full-time
Drive business development activities including origination, qualification, capture and relationship development
Added 2 hours ago
CE
Peer Housing Navigator
CMHA Edmonton
Edmonton, AB
- $23.59 to $32.13 CAD / hour
- Part-time
Promote independence and skill development through practical supports for daily living.
Added 2 hours ago
Senior Director, Wealth Platform Engineering
Scotiabank
Toronto, ON
Expert knowledge of software development and design principles for highly scalable, enterprise level technology stacks
Added 2 hours ago
IS
Corporate Accountant / Part-Time
Ideal Siding
Burnaby, BC
- $29 to $36 CAD / hour
- Part-time
…finance team on a part-time basis. Reporting directly to the Director of Finance, this role combines day-to-day accounting, month-end reporting, financial analysis, compliance, and process…
Added 2 hours ago
Counselling/Psychology Instructor
Opulence Education Group
Vancouver, BC
Contribute to curriculum review, course development, and continuous improvement initiatives.
Added 3 hours ago
KI
Sales Operations Manager
Kinaxis Inc.
Canada
- Full-time
Reporting to the Director of Global Sales Operations, this position supports a subset of North America territories and works closely with Sales, Marketing, Analytics, and Operations teams.
Added 3 hours ago
L
Talent Acquisition Partner
Liferaft
Remote, Canada
- Remote
Reporting to the Director, People & Culture and working alongside our People Operations Specialist, you will be Liferaft’s dedicated talent acquisition expert, owning hiring across GTM,…
Added 3 hours ago
SS
Technical Support Team Lead, FME Form
Safe Software
Remote, Canada
- $80,100 to $95,600 CAD / year
- Full-time
- Remote
Safe Software is seeking a Technical Support Team Lead to join our growing Customer Success team. In this role, you’ll lead a group of technical specialists who support customers using FME…
Added 3 hours ago
BC
Head of Lighting
Banff Centre for Arts and Creativity
Banff, AB
- Full-time
…assisting the Production Manager, Performing Arts and the Technical Director in coordinating and guiding Lighting team members as the team plans ahead for productions and events and…
Added 3 hours ago
CE
Peer Housing Navigator
CMHA Edmonton (Canadian Mental Health Association - Edmonton)
AB · Edmonton, AB
- $23.59 to $32.13 CAD / hour
- Part-time
Promote independence and skill development through practical supports for daily living.
Added 4 hours ago
TU
Student Financial Business Support Analyst
The University of British Columbia
Vancouver, BC
- $7,727.33 to $11,112 CAD / month
- Full-time
The position works with the Manager, Student Financial Support and the Associate Director - Student Financial Support, Director - Student Financial Support (SFS), Enrolment Services (ES)…
Added 4 hours ago
NB
SAS Viya System Administrator
National Bank of Canada
Montreal, QC
- Full-time
Within the STAD (Cross-Functional Solutions, Acceleration and Data) sector, you will report to the Senior Director, Analytical Asset Management. You will work in a technology-driven…
Added 4 hours ago
R
Director, Delivery & Implementation
RewardOps
Canada
- Full-time
…establishing clear standards, governance, and operating practices, the Director will ensure complex programs are delivered with appropriate visibility, control, and focus on client business…

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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