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Senior Consultant, Digital and Paid Media Analyst (SEO, GEO, Paid)
Burson
Toronto, ON
- Full-time
…redefine reputation as a competitive advantage so they can lead today and into the future. When you work at Burson, you are part of a global community of lifelong learners who thrive at the…
Added 4 mins ago
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Manager, Facilities Management - Multi-Residential
Morguard
Mississauga, ON
- Full-time
Lead standardized procurement and contract management programs for facilities-related goods and services.
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Life Enrichment Coordinator
Amica Senior Lifestyles
Mississauga, ON
- Full-time
Benefits: Comprehensive health, dental, and vision coverage, retirement plan contributions, disability, and employee wellness programs.
Added 4 mins ago
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Search Engine Optimization Specialist
Brand Vision
Toronto, ON · Greater Toronto Area, Canada
- $65,000 to $90,000 CAD / year
- Full-time
…dashboards that connect marketing metrics to real business outcomes. Lead monthly performance reviews with clients, translate complex data into clear recommendations, and proactively flag…
Added 4 mins ago
CO
Program Coordinator Technology Services
City of Toronto
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Lead and coordinate assigned projects and initiatives, including planning, stakeholder coordination, monitoring progress, identifying issues and reporting on outcomes.
Added 4 mins ago
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Director of Finance
Services and Housing In the Province (SHIP)
Mississauga, ON
- Full-time
Lead the development and monitoring of organizational financial plans and long-term fiscal strategies
Added 4 mins ago
CS
Maintenance Supervisor
CQ Search Group Ltd.
Calgary, AB
- $80,000 to $85,000 CAD / year
- Full-time
…operation in Calgary. They are seeking a Maintenance Supervisor to lead the day-shift maintenance team and ensure the reliability, safety, and performance of the plant’s manufacturing…
Added 4 mins ago
BC
Sr. Manager of Maintenance & Tooling
BLANCO Canada
Toronto, ON · Etobicoke, ON
- Full-time
…well as the planning and execution of preventive maintenance…
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Senior Interior Designer (Bilingual)
BGIS
Montreal, QC
- Full-time
 May act as lead on complex design projects and provide direction to other designers as required by the studio lead.
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Principal Oracle Fusion Architect
DSP-Eclipsys
Ottawa, ON
- $125,000 to $175,000 CAD / year
…commercial acumen, own the solution architecture across clients, lead demonstrations and proof-of-concept activities, and work hand-in-hand with our sales and delivery teams to secure and…
Added 5 mins ago
Internal Communications Manager
Infrastructure Ontario
Toronto, ON
…initiatives, technology-related communications, and corporate…
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Safety Coordinator
Price Industries Limited
Winnipeg, MB
…convenient options to book counselling, consultations, and guided programs all in one…
Added 5 mins ago
Training Business Analyst Sr
Dayforce
Canada
Lead assigned analysis, reporting, system, or process improvement initiatives from requirements through implementation, coordinating stakeholders, testing, and adoption as required.
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Part-Time Sales Lead - Famous Footwear
Caleres
Oshawa, ON
- Part-time
As a Famous Footwear Sales Lead, you are passionate about providing the best shoe store experience for every customer. You do this by creating a welcoming environment and in-store culture…
Added 5 mins ago
Bilingual Territory Sales Representative
Canadian Federation of Independent Business
NB
Added 5 mins ago
Recreation Superintendent
The City of Red Deer
Red Deer, AB
…development initiatives and overall leading and planning of programs, services and facility management for the Section. While managing a number of projects, this position is responsible for…
Added 5 mins ago
WM
Operations Manager Trainee
Waste Management, Inc.
Brampton, ON
- Full-time
Earn a strong living with access to benefits, retirement programs and opportunities for additional earnings.
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In House Sales Executive
Hilton Grand Vacations
Whistler, BC
- Full-time
HGV provides access to outstanding Team Member benefits, discount travel programs and much more
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Finance Strategy and Transformation Student
OLG
Toronto, ON · York Mills Office
- Full-time
Lead and support Divisional AI Strategy formulation and execution, keep track of strategic plans, departmental initiatives, and provide updates regularly
Added 19 mins ago
LC
Front Store Manager, Salaried Full Time Day
Loblaw Companies Limited
Toronto, ON
- Full-time
Demonstrated ability to drive the business, lead by example and support corporate programs
Added 19 mins ago
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Trailer Technicians
J.D. Irving, Limited
Dieppe, NB
- Full-time
Employee recognition and fitness reimbursement programs
Added 19 mins ago
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Manager, Enterprise Risk Management
Teranet Inc.
Toronto, ON
- $140,400 to $152,100 CAD / year
- Full-time
Lead the ongoing maturation of Teranet's BCM Program in alignment with industry-leading practices and organizational objectives.
Added 19 mins ago
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Account Manager - Companion Animal / Gestionnaire de comptes – Animaux de compagnie
MSD
Toronto, ON · CAN - Ontario - Toronto
- Full-time
At our Company, we lead with people. This role includes eligibility to our discretionary short-term-incentive plan which fosters a pay-for-performance culture. Also, our contemporary…
Added 19 mins ago
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Executive Assistant and Office Manager
SpryPoint
Charlottetown, PE
- Full-time
…accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with…
Added 19 mins ago
Senior Manager, Software Development (Mobile Application)
Scotiabank
Toronto, ON
With many years of technology experience, lead, coach and continuously advance the capabilities of the technology team ensuring we are identifying and building future technology skills &…

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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