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Added 13 mins ago
LC
Asset Protection Representative
Loblaw Companies Limited
Saint John, NB
- Full-time
…support your ongoing career development with in-house training programs and tuition assistance. We offer a competitive pay rate, a 10% Colleague Discount program as well as a company…
Added 16 mins ago
Rehabilitation Services Coordinator
March of Dimes Canada
Winnipeg, MB
…Coordinator is responsible for planning, implementing, and overseeing programs that support the efficient and safe delivery of Community Support Services to individuals with an Acquired…
Added 16 mins ago
Casual Diningroom Server - OakPark Retirement
Claridge Homes
Ottawa, ON
OakPark Retirement Community - Diningroom Server
Added 16 mins ago
LC
Health Service Coordinator
Loblaw Companies Limited
Mississauga, ON
- Full-time
…to customer service inquires pertaining to patient support programs, obtaining and documenting patient information, coordinating subsequent patient deliveries between patients and couriers,…
Added 16 mins ago
LC
Store Planning Specialist
Loblaw Companies Limited
Brampton, ON
- Full-time
Support the Senior Manager in translating business strategies into executable store planning initiatives, capital projects, and retail rollout programs across the Hard Discount network.
Added 16 mins ago
LC
Bilingual HR Business Partner – Boucherville Distribution Centre
Loblaw Companies Limited
Boucherville, QC
- Full-time
…you will partner closely with the Distribution Centre General Manager to shape and execute the people strategy, strengthen colleague experience, and support a high-performing…
Added 16 mins ago
LC
Uniformed Asset Protection Personnel
Loblaw Companies Limited
St. John's, NL
- Part-time
Reports to: District Asset Protection Manager or Supervisor
Added 18 mins ago
CL
Customer Processing Representative
Canada Life
London, ON
- Full-time
Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
Added 18 mins ago
CL
Customer Processing Representative
Canada Life
Montreal, QC
- Full-time
Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
Added 18 mins ago
CA
Adjoint(e) administratif(ve)
Centurion Asset Management Inc.
Montreal, QC
- Full-time
…précis des communications dans le S: Drive. Assister le Property Manager dans la préparation des travaux et des bons de commande en y joignant les devis reçus des prestataires de services,…
Added 18 mins ago
OH
Care Coordinator, Temporary Full Time, Central Ottawa Civic, Bells Corners
Ontario Health atHome
Ottawa, ON
- Full-time
Under the general direction of the Manager, Patient Services, the Care Coordinator is responsible for managing a caseload of diverse patients who are living and/or dealing with a variety of…
Added 18 mins ago
DA
Parts Manager - Relocate to Pincher Creek
Davis Auto Group
Calgary, AB
- Full-time
…Group family! As we continue to grow, we are seeking a Parts Manager to lead and shape our growing team. The successful candidate can expect to earn $80,000 - $100,000 annually, along with…
Added 18 mins ago
MI
Senior Manager, Architect
Mackenzie Investments
Toronto, ON · Greater Toronto Area, Canada
- Full-time
The Senior Manager, Architect is accountable for end-to-end solution architecture for major initiatives. Translates business and application needs into architecture patterns, systems…
Added 34 mins ago
CA
Adjoint(e) administratif(ve)
Centurion Asset Management Inc.
Montreal, QC
- Full-time
…précis des communications dans le S: Drive. Assister le Property Manager dans la préparation des travaux et des bons de commande en y joignant les devis reçus des prestataires de services,…
Added 34 mins ago
WC
Assistant Supervisor, Child Care (2026-378-CCFS)
WoodGreen Community Services
Toronto, ON
- Contract
Acts as Manager in Managements absence, including performing administrative tasks and directing and supervising program staff, students, and volunteers.
Added 49 mins ago
CI
Project Manager (Nuclear)
Calian in Space & Technology
Toronto, ON
- Full-time
The Project Manager is accountable for independently leading and delivering nuclear and environmental programs from initiation through closeout. This role provides oversight across scope,…
Added 49 mins ago
OH
Bilingual Care Coordinator, Regular Full Time, Central Ottawa General, Labelle
Ontario Health atHome
Ottawa, ON
- Full-time
Under the general direction of the Manager, Patient Services, the Care Coordinator is responsible for managing a caseload of diverse patients who are living and/or dealing with a variety of…
Added 49 mins ago
NS
Certified Orthotist
Nova Scotia Health Authority
Halifax, NS
- $48.33 to $55.62 CAD / hour
- 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 49 mins ago
CA
Membership Account Specialist
Canadian Association of Defence and Security Industries (CADSI)
Ottawa, ON
- Full-time
…member's organization and needs, helping them navigate CADSI's programs, events, services and commercial opportunities. Working across CADSI, the Specialist will connect members with the…
Added 49 mins ago
SH
Personal Support Manager
SE Health
ON · York, ON
- Full-time
As a Personal Support Manager (RPN - Registered Practical Nurse), you will oversee the delivery of client care for a community PSW team in the Central Simcoe Region. You will ensure high…
Added 50 mins ago
SS
Project Manager
Samuel, Son & Co.
Waterloo, ON
- Full-time
Post-secondary education in a community college, university-level engineering program or related relevant education
Added 50 mins ago
Health Care Aide - Repost
Winnipeg Regional Health Authority
Winnipeg, MB
…River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health…
Added 50 mins ago
Occupational Therapist - Rehabilitation Services
Nova Scotia Health and IWK Health
NS · Inverness, Nova
The Occupational Therapist works under the supervision of the Manager. The Occupational Therapist (OT) works in collaboration with the client, caregivers and family to facilitate, restore…
Added 1 hour ago
W
Content Development Specialist
Wellington-Altus
Winnipeg, MB · Toronto, ON · AB · Calgary, AB
- Full-time
Reporting to the Senior Manager, Training & Development, the Content Development Specialist will be responsible for content development in a multi-media approach through adherence to…
Added 1 hour ago
MC
Financial Services Associate, Contact Centre (Full-Time, Hybrid)
Meridian Credit Union
St. Catharines, Ontario
- $60,000 to $64,000 CAD / year
- Full-time
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian

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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