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Added 9 mins ago
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Compost Quality Technician
Walker
Arthur, ON
- Full-time
At Walker, your contribution matters. If you share our commitment to giving back to your community and caring about the environment we’d love to hear from you. Our workplaces strive to…
Added 9 mins ago
SH
Registered Nurse (RN) - Cath Lab - TPT
Southlake Health Community
Newmarket, ON · Southlake Health
- Part-time
…team, making a difference in the lives of our employees and the community we…
Added 25 mins ago
Nurse 2 - Family Medicine
Winnipeg Regional Health Authority
Winnipeg, MB
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increas
Added 25 mins ago
Nurse 2 - CIVP
Winnipeg Regional Health Authority
Winnipeg, MB
Reporting to the Manager, Health Services and under the supervision of the Nursing Resource Coordinator, the Registered Nurse Home Care - CIVP provides nursing care to clients in the…
Added 25 mins ago
Salesforce Technical Architect - Financial Services Cloud, Marketing Cloud & Data360 - Manager
EY
Toronto, ON · Montreal, QC
Hands-on development within Agentforce Marketing / Marketing Cloud Next (and Marketing Cloud Engagement where clients haven't migrated): journeys, AMPscript/SSJS, Journey Decisioning,…
Added 41 mins ago
MN
Construction Technology Platform Manager - Pipeline & Pursuits
Modern Niagara
Toronto, ON · Vaughan, ON
- Full-time
The Construction Technology Platform Manager - Pipeline & Pursuit is accountable for maximizing the business value, operational consistency, and long-term strategic impact of Modern…
Added 41 mins ago
MN
Construction Technology Platform Manager - Quality & Safety
Modern Niagara
Toronto, ON · Vaughan, ON
- Full-time
The Construction Technology Platform Manager - Quality & Safety is accountable for maximizing the business value, operational consistency, and long-term strategic impact of Modern Niagara's…
Added 55 mins ago
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Technical Specialist, Project Management
Defence Construction Canada
Ottawa, ON
- Full-time
…decision making within Client-Partner organizations through the development of business case analysis, functional space programming and other…
Added 56 mins ago
SR
Executive Assistant to Political Office
Serpent River First Nation
Cutler, ON
- Full-time
Development and maintenance of Political office standard operational procedures.
Added 56 mins ago
Sales Representative - DPM
Tridel Group of Companies
Toronto, ON
…Greater Toronto Area (GTA). Recognized as the #3 condominium manager in Canada by the REMI Network, we pride ourselves on our commitment to excellence and integrity in all aspects of our…
Added 56 mins ago
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Business and Market Data Analyst
Ontario Securities Commission
Toronto, ON · CA ON Toronto
- Full-time
…also contributes to national and global securities regulation…
Added 1 hour ago
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General Duty Nurse (N2) - Child Health - JL3 Pediatric ICU - PICU
Winnipeg Regional Health Authority (WRHA)
Winnipeg, MB
- Full-time
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…
Added 1 hour ago
NS
Anaesthesia Assistant - Anaesthesia Department
Nova Scotia Health Authority
Halifax, NS
- Full-time
…together, which is reflected in the hospitals, health centres, and community-based programs we operate across the province. Our passionate team of professionals provides a variety of…
Added 1 hour ago
Anaesthesia Assistant - Anaesthesia Department
Nova Scotia Health and IWK Health
Halifax, NS
…together, which is reflected in the hospitals, health centres, and community-based programs we operate across the province. Our passionate team of professionals provides a variety of…
Added 1 hour ago
SR
Emergency Management Coordinator
Serpent River First Nation
Cutler, ON
- Full-time
Reporting to the Director of Community Development, the Emergency Management Coordinator is responsible for developing, coordinating, and liaising emergency management plans encompassing…
Added 2 hours ago
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Procurement Specialist - Project Bid & Start Up X 16 Month Contract
Webuild
Mississauga, ON
- $90,000 to $100,000 CAD / year
- Full-time
…backgrounds, including but not limited to women, visible minorities, Indigenous Peoples, persons with disabilities, and members of the LGBTQ2S+ community. If you require accommodation…
Added 2 hours ago
CU
Privacy Info Access and Records Mgmt Coord
Capilano University
North Vancouver, BC
- Full-time
At CapU we are committed to supporting a campus community that is both diverse and inclusive. We believe that diversity within our workforce is essential in creating both an exceptional…
Added 3 hours ago
Registered Nurse, 6 North Ambulatory
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Manager of 6 North Ambulatory, the Clinical Care Provider is a member of an interdisciplinary care team, providing holistic, comprehensive evidenced based care to meet the…
Added 3 hours ago
OI
HCA Program Manager
Oxford International
Vancouver, BC
- $85,000 to $100,000 CAD / year
- Full-time
The Health Care Assistant, Program Manager provides academic and operational leadership for the HCA program at the Vancouver Campus, supporting consistent program delivery, student…
Added 4 hours ago
OI
HCA Program Manager
Oxford International Education Group
Vancouver, BC
- $85,000 to $100,000 CAD / year
- Full-time
The Health Care Assistant, Program Manager provides academic and operational leadership for the HCA program at the Vancouver Campus, supporting consistent program delivery, student…
Added 4 hours ago
SH
General Duty Nurse (N2) - Women's Health Labour & Delivery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…
Added 4 hours ago
SH
General Duty Nurse (N2) - Child Health - CK3 Surgery
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…
Added 4 hours ago
SH
Registered Dietitian
Shared Health-Soins Communs
Winnipeg, MB
- Volunteer
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…
Added 4 hours ago
SH
Unit Assistant
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…
Added 4 hours ago
SH
Rehabilitation Assistant
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce.…

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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