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Added 12 mins ago
WI
Civil Engineer, Municipal Engineering & Land Development
WSP in Canada
Terrace, BC
- Full-time
With an unmatched breadth and depth of engineering, advisory, and science‑based expertise, our global minds unite to power local solutions.
Added 12 mins ago
C
Geotechnical Engineer ***Signing Bonus May Apply***
CPKC
Toronto, ON
- Full-time
The Geotechnical Engineering Field Manager leads the planning, inspection, design, and execution of complex geotechnical projects to address and resolve issues impacting railway…
Added 12 mins ago
B
Senior Naval Architect - Team Lead
BMT
Ottawa, ON
- $105,000 to $150,000 CAD / year
- Full-time
Job Title: Senior Naval Architect - Team Lead
Added 12 mins ago
S
Professionnel(le) Principal(e), Ingénierie de projet - Recherche et Technologies
SOGECLAIR
Montreal, QC
- Full-time
Professional, Senior, Engineering - Project Engineering - Research & Technology
Added 12 mins ago
C
Sr. Practice Consultant-Public Cloud
CBTS
Toronto, ON
- Full-time
The Senior Practice Consultant – Data & AI serves as a trusted multicloud architect and solution lead within OnX's Data & AI practice, guiding clients through the design and delivery of…
Added 12 mins ago
P
Technical Field Supervisor – Building Automation Systems / Systems Integration (TFS003)
Potenco
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Technical Field Supervisor/Lead – Building Systems / Systems Integration (BAS)
Added 12 mins ago
A
Information Technology - Lead Analytics Engineer, Distribution Technology
Aritzia
Vancouver, BC
- Full-time
It's maximizing your potential in a high-performance culture.
Added 12 mins ago
C
Geotechnical Engineer ***Signing Bonus May Apply***
CPKC
Calgary, AB
- Full-time
The Geotechnical Engineering Field Manager leads the planning, inspection, design, and execution of complex geotechnical projects to address and resolve issues impacting railway…
Added 12 mins ago
FT
Lead Software Engineer
Franklin Templeton
Toronto, ON
- Full-time
Lead performance engineering and cost optimization (query tuning, clustering, pruning, warehouse usage)
Added 12 mins ago
FC
Principal Design Engineer / Structural Lead Engineer - Mining and Metals
Fluor Corporation
Vancouver, BC
- Full-time
…services of unmatched value and technical competence. This is the Lead position on assigned projects or performs engineering assignments of any complexity.Fluor team members are at the…
Added 14 mins ago
Software Engineer I
RAM Engineering Ltd.
Vancouver, BC
…complex and impactful infrastructure projects. We specialize in engineering, project and construction management, and project support services across the marine, transportation, utilities,…
Added 14 mins ago
RE
Project Manager
Rhyno Equity Group
Edmonton, AB
- Full-time
We are seeking an experienced Project Manager to lead the coordination and delivery of aluminum railings and other miscellaneous metal products, specializing in the low, medium, and…
Added 14 mins ago
FA
Full Stack Developer (AI-Native)
Forum Asset Management
Toronto, ON
- Full-time
Forum is a values-led, high-performance organization. We embrace agility and innovation, and we strive to foster a team culture grounded in integrity, collaboration, humility, and results.…
Added 14 mins ago
Indirect Materials Procurement Specialist
Trench Group GmbH
Pickering, ON · Toronto, ON
…for seamless energy transmission. With a legacy of customized engineering and innovation, we enable society to harness the power of electricity with reliability and…
Added 29 mins ago
LC
Electrical Technician
LNG Canada
Kitimat, BC
- Full-time
We are committed to safety, compliance, and top-quartile performance, while building a high-performance culture powered by people like you. Our made-in-B.C. LNG is lower carbon, responsibly…
Added 29 mins ago
LC
Asset Buyer
LNG Canada
Calgary, AB
- Full-time
We are committed to safety, compliance, and top-quartile performance, while building a high-performance culture powered by people like you. Our made-in-B.C. LNG is lower carbon, responsibly…
Added 29 mins ago
B
Fire Alarm Technician
BGIS
Orillia, ON
- Full-time
Project Management roles to lead and execute projects
Added 42 mins ago
R
Strategic Operations Manager - Partnerships
Relay
Toronto, ON
- Full-time
…teams (Partner Sales, Marketing, Product, Data, RevOps, and Engineering) to deliver enablement, data, and operational tools for our partners to succeed and grow. If you thrive on building…
Added 42 mins ago
LK
Vice President, Sustainability
LHH Knightsbridge
Sudbury, ON
- Contract
The Vice President, Sustainability will lead the organization's sustainability, environmental, permitting, Indigenous relations, community engagement, and ESG strategy functions. This…
Added 42 mins ago
IG
Production Supervisor
IMT Group
Ingersoll, ON
- $65,200 to $92,600 CAD / year
- Full-time
…requirements, and drives employee accountability and operational performance. The Production Supervisor serves as a primary link between employees and management, ensuring production plans…
Added 42 mins ago
IG
Manufacturing Engineering Technologist
IMT Group
Ingersoll, ON
- $71,800 to $103,300 CAD / year
- Full-time
The Manufacturing Engineering Technologist is responsible for the development, programming, optimization, and documentation of CNC/NC equipment, robotics, tooling, and gauging systems. This…
Added 42 mins ago
NC
Engineer, Civil/Structural
Newmont Corporation
Vancouver, BC
- Full-time
Drive the safe, reliable, and efficient operation of Brucejack’s critical infrastructure by providing structural engineering expertise, leading asset integrity initiatives, and delivering…
Added 42 mins ago
VR
Supervisor Mechanical and Maintenance
VIA Rail Canada
Mission, BC
- Full-time
…frontline leader, the supervisor will be a change agent and lead their team through challenging and exciting changes in a continuous improvement approach and promote a healthy and safe work…
Added 42 mins ago
IG
Quality Assurance Supervisor
IMT Group
Port Colborne, ON
- $65,000 to $85,000 CAD / year
- Full-time
…leadership to quality personnel and works closely with production, engineering, maintenance, purchasing, and management to ensure that customer requirements and internal quality standards…
Added 42 mins ago
TC
Technical SDM (Network Delivery Lead)
Tata Consultancy Services
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
Technical Service Delivery Manager (Network Delivery Lead)

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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