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Added 58 mins ago
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Advisor, New Technology Introduction Program / Conseiller, Programme de mise en œuvre des nouvelles technologies
CATSA / ACSTA
Ottawa, ON
- $74,838 to $93,546 CAD / year
- Contract
The Advisor, New Technology Introduction (NTI) Program, reporting to the Manager, New Technology Introduction(NTI) is responsible for delivering Pre-board Screening (PBS) and Hold-baggage…
Added 2 hours ago
CO
Job ID #32266: Manager, Vacant Unit Tax & General Revenue
City of Hamilton
Hamilton, ON
- Full-time
Reporting to the Director, Revenue Services, the Manager, Vacant Unit Tax & General Revenue provides strategic and operational leadership for the City’s Vacant Unit Tax Program, other…
Added 3 hours ago
K
Manager, International Corporate Tax
KPMG
Montreal, QC
- Full-time
…global tax developments. You will work closely with clients and senior leadership to deliver practical tax solutions, support the development of junior team members, and contribute to the…
Added 3 hours ago
R&
Tax Manager
Robertson & Company Ltd.
Mississauga, ON
- Full-time
Provide technical tax guidance and support to clients and internal team members
Added 3 hours ago
YR
Enterprise Cloud Architect (Enterprise Architect)
York Region (The Regional Municipality of York)
Newmarket, ON
- Full-time
Reporting to the ITS Projects Manager or designate within Information Technology Services, the Enterprise Cloud Architect serves as the cloud domain architect within the Enterprise…
Added 4 hours ago
CO
Manager, Geographic Information Systems (GIS)
City of North Vancouver
North Vancouver, BC
- Full-time
The Office of the Chief Administrative Officer is looking for a full time Manager of Geographic Information Systems (GIS) to provide strategic and operational leadership for the City of…
Added 7 hours ago
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Senior Product Manager – Data Services
DNV
Montreal, QC
- Full-time
The Senior Product Manager – Data Services is a senior product contributor within the Product organization, reporting to the Head of Section, Data Services. This role is responsible for…
Added 7 hours ago
J
Senior Program Manager, Enterprise Imaging Implementations
Jobgether
Canada
- Full-time
This is a senior leadership opportunity to drive complex, enterprise-scale healthcare IT implementation programs across Canada. You will own end-to-end program delivery, ensuring successful…
Added 8 hours ago
Senior Technical Analyst
Innovation and New Technology
Winnipeg, MB
Infrastructure Management Services, Digital and Technology Solutions
Added 8 hours ago
UM
Project Engineer Senior I
Ultra Maritime
Dartmouth, NS
- Full-time
· Works closely with Program Manager and System Design Authority to resolve technical, program, and resource issues
Added 9 hours ago
SD
Senior Product Manager
Shoppers Drug Mart
Mississauga, ON
- Full-time
Strong ability to articulate complex strategic and technical concepts to diverse audiences, including senior executives, technical teams, and SHN program management.
Added 11 hours ago
F
Senior Contracts Manager
Fluor
Calgary, AB
- Full-time
The Senior Contracts Manager provides strategic leadership and oversight for complex, high-value contracts across diverse commercial structures, including lump sum, reimbursable cost, and…
Added 11 hours ago
TU
Finance Manager
The University of British Columbia
Vancouver, BC
- $8,087.08 to $12,117.08 CAD / month
- Full-time
The Finance Manager reports to the Associate Director, Facilities Finance, and works closely with Unit and Department directors, managers and administrators to provide strategic financial…
Added 11 hours ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Ottawa, ON
- Volunteer
Eligibility: We will only be considering applicants enrolled in an accredited Co-op or Internship program in line with their program requirements from their post-secondary academic…
Added 11 hours ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
AB · Edmonton, AB
- Volunteer
Eligibility: We will only be considering applicants enrolled in an accredited Co-op or Internship program in line with their program requirements from their post-secondary academic…
Added 11 hours ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Montreal, QC
- Volunteer
Eligibility: We will only be considering applicants enrolled in an accredited Co-op or Internship program in line with their program requirements from their post-secondary academic…
Added 11 hours ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Calgary, AB
- Volunteer
Eligibility: We will only be considering applicants enrolled in an accredited Co-op or Internship program in line with their program requirements from their post-secondary academic…
Added 11 hours ago
Release Manager
Epic Games
Vancouver, BC
Epic Games is looking for a quality-focused Senior Release Manager to work closely with our producers, programmers, build programmers, and QA teams to oversee the build and release process…
Added 13 hours ago
PH
Communications Specialist
Provincial Health Services Authority
Vancouver, BC
- Full-time
The Communications Specialist works in collaboration with the Manager, Organizational Change & Communications, the Alliance Office (AO) Project Management Office (PMO), and Alliance Office…
Added 13 hours ago
ZT
Senior Manager, Portfolio Management (Hybrid)
Zebra Technologies
Mississauga, ON · CAN - Mississauga, Canada
- Full-time
…presentations to internal and external audiences, routinely including senior management. Monitor and report business metrics against plan. Recommends metrics to assess business performance.…
Added 13 hours ago
PC
Intermediate‑Senior Civil Engineer Emissions Reduction and Compliance Group
Pinchin Canada
Mississauga, ON
- $95,000 to $125,000 CAD / year
- Full-time
…operating at an advanced intermediate level and transitioning into senior responsibility. The successful candidate will be expected to take technical ownership of civil infrastructure…
Added 14 hours ago
UO
Finance Manager
University of British Columbia
Vancouver, BC · UBCV | University Services Building (USB)
- $8,087.08 to $12,117.08 CAD / month
- Full-time
The Finance Manager reports to the Associate Director, Facilities Finance, and works closely with Unit and Department directors, managers and administrators to provide strategic financial…
Added 14 hours ago
AS
IT Support Analyst
Apex Systems
Toronto, ON
- $29 to $44 USD / hour
- Contract
Overview Our client is looking for an IT Support Analyst to keep end-user devices and technology running smoothly. You'll set up and configure devices, install and support software, and…
Added 14 hours ago
AS
JP2239 - IT Project Manager - Senior
Apex Systems
Toronto, ON
- $71 to $76 USD / hour
- Contract
We are seeking an experienced Senior IT Project Manager to lead a large-scale Payments Technology initiative within a fast-paced financial services environment. This role requires a…
Added 14 hours ago
E
Power Development Engineer
Enbridge
Calgary, AB · Toronto, ON
- Full-time
…excellence, innovation, and sustainable growth. We are looking for a Senior Power Development Engineer to provide technical leadership and commercial support for power generation…

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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