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Added 6 mins ago
BC
Executive Advisor, Legal Services
Build Canada Homes | Maisons Canada
ON · Ontario, Canada
- Full-time
Assists Risk & Records Manager with insurance renewals.
Added 6 mins ago
TS
Architect - Azure/Terraform- Cloud Platform Engineer
TECONICA SOFTWARES
Toronto, ON
- Contract
…secure, and highly automated Azure environments and supporting development teams with reliable cloud…
Added 6 mins ago
WC
Quality Assurance Coordinator
World Courier
Mississauga, ON
- Full-time
…metrics. This includes to act as a first contact for the Country Manager and local team for quality related topics. And to ensure that quality aspects for Transport are adequately…
Added 6 mins ago
GS
Artificial Intelligence Engineer
Gala Solutions
Montreal, QC
- Contract
The ideal candidate will have strong hands-on experience building software platforms on any combination of the following platforms - Kubernetes, cloud (AWS, Azure, and/or Google), API-based…
Added 6 mins ago
TB
Project Manager, Real Estate & Construction
The Beer Store
Bolton, ON
- Full-time
We are currently searching for a Project Manager, Real Estate & Construction, reporting to the Director, Real Estate. This is a full-time, permanent opportunity. This role will oversee and…
Added 6 mins ago
RB
IT Operations Team Lead
Robert B. Somerville Co. Limited
King City, ON
- Full-time
Conduct regular team check-ins and one-on-one meetings, provide timely feedback, support development plans, and contribute to performance and recruitment processes in partnership with the…
Added 8 mins ago
B
Account Executive - Full-Cycle (North America)
Botpress
Montreal, QC
- Full-time
Keep your pipeline honest in HubSpot - we run discovery to SPICED, and we expect accurate stages, next steps, and a forecast your manager can rely on
Added 8 mins ago
SJ
Infection Control Practitioner
St. Joseph's Health Centre, Toronto
Toronto, ON
- Temporary
The IPAC practitioner will report to the IPAC manager with the following responsibilities.
Added 8 mins ago
H
Senior Electrical Power Engineer
HDR
Vancouver, BC
- Full-time
…power system studies, construction and equipment specification development, and balance of plant designs such as raceway, lighting, and grounding systems. In addition, the candidate will be…
Added 8 mins ago
CP
Project Manager (Construction)
Crowne Pacific Development Corp
Campbell River, BC
- Full-time
Crowne Pacific Development Corp is an award‑winning builder and development firm based in Campbell River, BC. Known for our commitment to quality, integrity, and innovative design, we…
Added 10 mins ago
PC
Process Engineer
Paladin Canada
Saskatoon, SK
- Full-time
…will gain hands-on experience across all phases of project development, from detailed design and construction through commissioning, startup, and operations. This role offers a unique…
Added 10 mins ago
Bilingual Project Manager - (Montreal Remote)
PBS Systems
Montreal, QC
The Bilingual Project Manager is responsible for leading and executing software conversion projects for PBS Systems’ automotive dealership clients. This role ensures successful project…
Added 10 mins ago
Project Manager, Real Estate & Construction
Brewers Retail Inc
Bolton, ON
We are currently searching for a Project Manager, Real Estate & Construction, reporting to the Director, Real Estate. This is a full-time, permanent opportunity. This role will oversee and…
Added 25 mins ago
Senior Manager, Business and Wealth Transition - Ottawa, ON
Scotiabank
Toronto, ON · Ottawa, ON
The Senior Manager, Business and Wealth Transition (BWT) plays a pivotal role within the Advanced Planning and Services team. This position is responsible for delivering integrated, total…
Added 25 mins ago
Building Maintenance Coordinator
City of Richmond
Richmond, BC · City Hall Annex, British Columbia
Reporting to the Program Manager, Facility Services, this is a supervisory and technical position involving the coordination of maintenance programs including inspection and repair of the…
Added 25 mins ago
T
Personal Banker Trainee
TD
Niagara Falls, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 25 mins ago
T
Audit Manager II, Financial Crimes Audit, High Risk Areas (667)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 25 mins ago
T
Personal Banking Associate
TD
Ottawa, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 25 mins ago
T
Product Group Technology Lead II (Notify Now)
TD
London, ON · Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 25 mins ago
T
Sr. IT Ops Analyst (Azure Public Cloud Operations)
TD
Toronto, ON
- Full-time
…skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety…
Added 25 mins ago
T
Applied Machine Learning Scientist II
TD
Toronto, ON
- Full-time
…skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well…
Added 25 mins ago
T
Manager, Engineering – Easy Apply & Digital Onboarding Platform
TD
Toronto, ON
- Full-time
Drive adoption of AI-enabled software development capabilities to improve productivity, quality, and developer experience.
Added 25 mins ago
MS
Product Marketing Manager
Motorola Solutions
Vancouver, BC · BC
- Full-time
…stores and retailers is seeking an experienced Product Marketing Manager to join our marketing team. This individual will report to the head of marketing and sit on the marketing team with…
Added 25 mins ago
Sales and Service Rep, Lead
Grainger Businesses
Fort McMurray, AB
Under the general direction of the Operations Manager, the Lead, Sales & Service Rep has direct impact on customer retention and financial results of the onsite business. Responsible for…
Added 25 mins ago
MU
Web Application Specialist
McGill University
Canada
- Full-time
We also provide bioinformatics analysis software and high-performance computing services to the life sciences research community, including widely used analysis pipelines.

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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