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Added 4 mins ago
MG
Technical Project Manager, Cybersecurity
Michael Garron Hospital
Toronto, ON
- Full-time
We’re looking for a strategic and dynamic Technical Project Manager to lead the cybersecurity program advancement at MGH. Reporting to the IT Technical and Client Services Manager, this…
Added 6 mins ago
TG
Human Resources Advisor
The Gathering Place
St. John's, NL
- Full-time
Take the lead role on recruitment and selection activities, including job postings, candidate screening, interviews, reference checks, and onboarding processes.
Added 6 mins ago
B
Mortgage Specialist
BMO
Ottawa, ON
- Full-time
…national partnerships and/or creates local partnerships to lead discussions about home financing…
Added 20 mins ago
QH
Human Resources Consultant
Quinte Health
Belleville, ON
- Full-time
Lead or support collective bargaining, including demand setting, proposal development, negotiations and implementation of negotiated outcomes.
Added 36 mins ago
M
Product Assurance Manager
MDA
Sainte-Anne-de-Bellevue, QC
- Full-time
Ensure the implementation and compliance of the program's product assurance plan, including adherence to specifications, cost and delivery date.
Added 36 mins ago
AC
Product Manager - SAP Functional Solution Lead
Air Canada
Toronto, ON · Dorval, QC
- Full-time
Air Canada seeks a highly motivated and experienced Product Manager Solution Lead to join the ERP Product team.
Added 48 mins ago
NR
Manager Strategic Communications
Niagara Region
Thorold, ON
- $121,700 to $143,170 CAD / year
- Full-time
…communications initiatives. The role leads the development and implementation of internal and external communication strategies that support Regional priorities, foster public trust, and…
Added 48 mins ago
IG
Change Manager
Insight Global
Toronto, ON
- $68 to $70 CAD / hour
- Contract
…enterprise AI transformation initiatives. This individual will lead change management activities focused on stakeholder engagement, communications, training, adoption, and organizational…
Added 50 mins ago
Manager, Capital Projects
Ice River Sustainable Solutions
Feversham, ON
We are seeking an experienced Manager, Capital Projects to lead the planning and execution of industrial equipment installations, facility upgrades, plant modifications and capital projects…
Added 50 mins ago
LS/Consultant- SAP CSV & Data Migration
Infosys
Canada
Lead compliance and validation activities for SAP ECC to SAP S/4HANA transformation and SAP implementation programs.
Added 50 mins ago
TH
Marketing Cloud (Agentforce Marketing) Specialist, Askuity division
The Home Depot
Toronto, ON
- Full-time
Lead the implementation, management, and continuous optimization of email campaigns, triggered journeys, and automation in Salesforce Marketing Cloud.
Added 1 hour ago
IF
Intern/Student – Compliance and Controls (Winter 2027)
iA Financial Group
Montreal, QC · Brossard, QC
- Full-time
Contribute to the implementation and monitoring of regulatory compliance activities;
Added 1 hour ago
IF
Actuarial Science and Data Science Intern (Winter 2027)
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
Contribute to the development and implementation of predictive models for risk modeling, trend forecasting, and customer behavior analysis;
Added 1 hour ago
IF
Agency Support Agent (Brossard)
iA Financial Group
Montreal, QC · Brossard, QC
- Full-time
Supporting the Agency Director with activity coordination, calendar management, meeting preparation, report compilation, and the implementation of new administrative processes
Added 1 hour ago
IF
Intern – Developer
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
Collaborate in the analysis and implementation of technical solutions for different functionalities;
Added 1 hour ago
IF
IT Solutions and Data Designer
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
…Performance, you will play a key role in the design, development, implementation, and evolution of robust, secure, and maintainable technology and data…
Added 1 hour ago
IF
Corporate Branch Manager
iA Financial Group
Vancouver, BC
- $58,422 to $92,583 CAD / year
- Full-time
Added 1 hour ago
AP
Human Resources Internship - 12 months
Atura Power
Oakville, ON
- Internship
…track employee learning, and contribute to additional training implementation. Recommend ways in which we can continue to improve our approach to learning and training at Atura…
Added 1 hour ago
M
Cloud & AI Solution Engineer
Microsoft
Toronto, ON
- Full-time
…Linux, PostgreSQL, and Oracle - to Azure. Beyond migration, you lead customers through modernization using the 6R strategy, containerization best practices, and Azure-native services like…
Added 1 hour ago
R
Back End Developer
RemitBee™
Mississauga, ON
- Full-time
Participate in or lead all parts of the software development lifecycle, including analysis, design, programming, testing, implementation, and support.
Added 1 hour ago
C
Group Product Manager - Billing & Product Support
CIBC
Toronto, ON
- Full-time
You will lead in the development, management, presentation and implementation of billing solutions, including tactics that will build the business and optimize profitability, efficiency,…
Added 1 hour ago
SA
Applications Product Owner
Stelumar Advanced Manufacturing Inc.
Canada
- Full-time
…integration, and operations. This is a hands-on, build-and-lead role for someone who thrives in ambiguity, partners closely with operations, and enjoys turning complex requirements into…
Added 1 hour ago
IE
Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
Lead discovery and requirements-gathering sessions with business and technology stakeholders.
Added 1 hour ago
C
Communication Specialist, BORN - Permanent Full-Time
CHEO
Ottawa, ON
- $45.37 to $53.39 CAD / hour
- Full-time
Support the development, implementation and continuous improvement of the communication strategy for BORN Ontario
Added 1 hour ago
IH
Senior Platform Database RUN Engineer
InVita Healthcare Technologies
ON · Ontario, Canada
- $115,000 to $125,000 CAD / year
- Full-time
Reporting to: Platform Engineering Team Lead OR Platform Operations Team Lead

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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