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Added 4 mins ago
MI
Client Executive - Trucking Insurance
Mango Insurance
AB · Greater Edmonton Metropolitan Area
- Full-time
Opportunity to lead a growing book of business with a niche value proposition.
Added 4 mins ago
AC
Vendor Relationship Manager - Property Claims
Aviva Canada
AB · Edmonton, AB
- Full-time
Lead the development of tools and templates to support the ongoing strategy
Added 4 mins ago
LC
Pharmacist, Hourly Full Time Day
Loblaw Companies Limited
Botwood, NL
- Full-time
Proven ability to drive and build the business, lead by example and support enterprise programs
Added 4 mins ago
LC
Pharmacist, Hourly Part Time Day
Loblaw Companies Limited
Bishop's Falls, NL · Bishops Falls, NL
- Part-time
Proven ability to drive and build the business, lead by example and support enterprise programs
Added 4 mins ago
LC
Pharmacist, Hourly Full Time Day
Loblaw Companies Limited
Bishop's Falls, NL · Bishops Falls, NL
- Full-time
Proven ability to drive and build the business, lead by example and support enterprise programs
Added 4 mins ago
P
Principal Software Engineer
Photon-IV
Canada
- Full-time
You will be the technical lead for Photon-IV's satellite systems software. You will own the architecture that connects our prediction engine to LEO, MEO and GEO satellite links and to 3GPP…
Added 4 mins ago
AT
Billing & Rating Supervisor
Armour Transportation Systems
Moncton, NB
- Full-time
Lead the day-to-day operations of the Billing Department.
Added 4 mins ago
G
Corporate / Commercial Solicitor (5-10 Years Call)
gpac
Calgary, AB
- $133,900 to $203,000 CAD / year
- Full-time
Lead financing, acquisition, reorganization, and commercial real estate transactions
Added 4 mins ago
GH
Product Engineering Technologist
Goldstone HVACR Inc.
Brantford, ON
- Full-time
Lead the new product development and approval processes.
Added 4 mins ago
Q
Senior Product Marketing Manager - Finance Automation
Quadient
Markham, ON
- $100,000 to $130,000 CAD / year
- Full-time
…skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical…
Added 4 mins ago
G
Senior Tax Lawyer - Practice Leader
gpac
Surrey, BC
- $162,400 to $203,000 CAD / year
- Full-time
A highly regarded, full-service British Columbia law firm is seeking an experienced Senior Tax Lawyer to lead and expand its Tax Group.
Added 4 mins ago
LC
Pharmacist, Hourly Full Time Day
Loblaw Companies Limited
Toronto, ON
- Full-time
Proven ability to drive and build the business, lead by example and support enterprise programs
Added 4 mins ago
BT
Junior Wedding Coordinator
Behind the Day Weddings & Events
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
As a Junior Wedding Coordinator, you will work alongside the Lead Planner/Owner to support weddings and special events throughout the season. You'll gain behind-the-scenes experience in…
Added 4 mins ago
AI
Senior Mechanical Designer
ATS Industrial Automation
Cambridge, ON
- Full-time
Communicates all requested design changes to their Mechanical Design Team Lead or respective manager.
Added 4 mins ago
TH
Physician Assistant
The Hospital for Sick Children
Toronto, ON
- Full-time
…healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and…
Added 4 mins ago
TH
Occupational Hygienist
The Hospital for Sick Children
Toronto, ON
- Full-time
…healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and…
Added 4 mins ago
LC
Pharmacist, Hourly Part Time Day
Loblaw Companies Limited
Toronto, ON
- Part-time
Proven ability to drive and build the business, lead by example and support enterprise programs
Added 4 mins ago
PV
Small Animal Veterinarian - Medical Director
P3 Veterinary Partners
Owen Sound, ON
- Full-time
…the larger cities? Are you searching for an opportunity to lead an AAHA accredited clinic and take the next step in your career? Search no further! Grey Bruce Pet Hospital in Owen Sound is…
Added 4 mins ago
TH
Pharmacy Assistant
The Hospital for Sick Children
Toronto, ON
- Internship
…healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and…
Added 4 mins ago
7
Store Crew
7-Eleven
Langley (District), BC · City of Langley, BC
- Internship
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 4 mins ago
NS
General Manager – Older Peoples Services South B8D
NHS Scotland
Saskatoon, SK
- Full-time
…candidates who bring the right blend of skills and experience to lead and support a dedicated team of professionals. Most importantly, you should bring a fresh, forward-thinking, and…
Added 4 mins ago
NC
Managing Veterinarian
NVA Canada
Barrie, ON
- Full-time
Join Baywood Animal Hospital as Our Next Managing Veterinarian – Lead, Mentor, and Inspire!
Added 4 mins ago
NE
Human Resources Coordinator - Winter 2027 Co-op
Nexus Energy
Toronto, ON
- Volunteer
Mentorship and practical experience working closely with the sole HR lead
Added 4 mins ago
CR
Senior Architect, Factory & Facilities
Canada Rocket Company
Toronto, ON · Etobicoke, ON
- Full-time
…tested, and launched. We’re looking for a Senior Architect to lead the layout and long-term phasing of our factory - and to bring the same thinking to every CRC…
Added 4 mins ago
SH
Registered Nurse - Red Deer
SE Health
Red Deer, AB
- Contract
Assumes the role of team lead within the nursing and multidisciplinary team,enhances client care by working in partnership with, and effectively supporting the Licensed Practical Nurse,…

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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