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Added 2 mins ago
SM
RQ11518 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 2 mins ago
SM
RQ11619 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 2 mins ago
AI
Senior AWS SageMaker / MLOps Engineer
Apptoza Inc.
Toronto, ON
- Contract
We are looking for a highly experienced Senior AWS SageMaker / MLOps Engineer with 8+ years of overall IT experience and strong expertise in building, deploying, and operationalizing…
Added 2 mins ago
SM
RQ11612 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 2 mins ago
SM
RQ10989 – Business Architect – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Business Architect to support the enhancement of the Forest Resources Inventory Information Management System (FRI IMS) and the modernization of its Enterprise…
Added 2 mins ago
CL
General Manager - Secure Destruction Recycling Facility
Clean Lifecycle Network (CLN)
Canada
- Full-time
Clean Lifecycle Network (CLN) is an environmental services company focused on critical recycling and circular solutions that keep valuable materials out of landfills and incineration. We…
Added 2 mins ago
IB
Senior Manager, Admissions and Enrolment
International Business University
Toronto, ON
- Full-time
Join one of Canada's fastest-growing universities as our Senior Manager, Admissions and Enrolment, where you will play a key role in leading student enrolment operations, supporting…
Added 2 mins ago
GS
Business Analyst
Gala Solutions
Montreal, QC
- Contract
…Technology Business Managers, Controllers, Business Management, and senior stakeholders to provide transparency into technology costs, support decision-making, and drive continuous…
Added 2 mins ago
CP
Manager, Tax (Cross-Border)
Cardinal Point Wealth Management, ULC
Toronto, ON
- Full-time
…across U.S. and Canadian jurisdictions. Working closely with senior advisors and tax professionals, you’ll manage client relationships, support plan execution, and contribute to the…
Added 2 mins ago
R&
Senior Azure DevOps / AI Platform DevOps
Robertson & Company Ltd.
Ottawa, ON
- Contract
Robertson is seeking a skilled Senior Azure DevOps / AI Platform DevOps to join our client in support of an existing vacancy.
Added 2 mins ago
PM
Strategist
Panoply Media
Montreal, QC
- Full-time
…recommendations within agreed parameters, while leaning on senior leadership for guidance and approval on portfolio-level decisions. We believe in the mid-funnel and don't rinse and repeat…
Added 2 mins ago
QP
Manager, Marketing and Communications
QuadReal Property Group
Toronto, ON
- Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 2 mins ago
WC
Compliance & Privacy Officer
Windsor-Essex Children's Aid Society
Windsor, ON
- $73,517 to $89,113 CAD / year
- Full-time
…organization dedicated to the safety, well-being, and healthy development of children and youth in the Windsor-Essex region. As a mid-sized agency, WECAS collaborates closely with families…
Added 2 mins ago
QP
Manager, Marketing and Communications
QuadReal Property Group
Vancouver, BC
- Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 4 mins ago
C
Ingénieur de rotation
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- Full-time
…graduates in engineering and computer science will accelerate their development as they rotate through four intensive, stimulating assignments, one in each CAE business unit. Applicants…
Added 4 mins ago
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Senior Manager-PM Quality Assurance
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Toronto, ON · YNG
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Ensures the quality of the products that technology delivers, working closely with all applications, common services/middleware, and infrastructure teams throughout the…
Added 4 mins ago
M
Senior Design Engineer
Multimatic
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- Full-time
Multimatic is a global enterprise supplying engineered components, systems and services to the automotive industry. The company's success has been fueled by its ability to attract and…
Added 4 mins ago
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Administrative Assistant PT
Edgewood Health Network Inc
Carters Point, NB
- $22 to $25 CAD / hour
- Part-time
…and groups inside or outside of the company, and support the development, implementation, and maintenance of organizational policies, procedures, and administrative processes. The Assistant…
Added 4 mins ago
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Senior Financial Analyst, FP&A
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- $80,133 to $100,166 CAD / year
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Receptionist Clerk-DO013
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Under the direction of the Senior Manager, Support Services and Business Operations or designate, performs clerical and customer support tasks within the home. Provides back up support to…
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The Senior Mainframe Developer is responsible for the design, development, maintenance, and support of Commercial Lending applications. The successful candidate will work closely with…
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Application Architect Core HR
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…how technology shapes the future of work. You’ll partner with senior leaders, product managers, and engineering teams to define and implement solutions. You’ll lead by example, mentor…
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Senior Customer Experience Associate - Mount Forest (22.5 hours/week)
Scotiabank
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Our Senior Customer Experience Associates are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve…
Added 4 mins ago
Senior Analyst, Secondary Nostro Funding, GTB Payment Operations
Scotiabank
Toronto, ON · Scarborough, ON
Leverages GDMS (or equivalent) for payment initiation & payment throttling mechanism (via APS or equivalent platform) and provides inputs for future development

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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