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Added 8 mins ago
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Gestionnaire de programme senior, Stratégie commerciale des nouveaux produits | Senior Program Manager, New Product Commercial Strategy
RTX
Longueuil, QC
- Full-time
Added 8 mins ago
Senior Manager, Deal Technology: M&A IT (Calgary)
EY
AB · Calgary, AB
Competitive business today is all about making intelligent, informed decisions. As a Deal Technology Senior Manager within EY-Parthenon you will help make that happen. You will be an…
Added 8 mins ago
DI
Specialist, Actuarial
Definity Insurance Company
Toronto, ON
- Full-time
Reporting to the Manager, Innovation & Special Projects, Personal Insurance Pricing, the successful candidate will play a key role in shaping the future of Personal Insurance through…
Added 8 mins ago
R
Gestionnaire Senior, Gestion de Projets Stratégiques / Senior Manager, Strategic Project Management
RTX
Longueuil, QC
- Full-time
Titre du poste: Gestionnaire Sénior, Gestion de Projets Stratégiques
Added 8 mins ago
Senior Finance and Procurement Analyst
Government of Alberta
AB
Reporting to the Manager, Financial and Administrative Operations, the Senior Finance and Procurement Analyst is responsible for procurement, contract and payment controls, compliance and…
Added 23 mins ago
UH
Clinical Research Coordinator III (CNS)
University Health Network
Toronto, ON
- Full-time
Reports to: Clinical Research Senior Nurse Manager
Added 23 mins ago
O&
District Chef - Braven, Kindred, Lobby Bar
Oliver & Bonacini
Edmonton, AB
- Full-time
…food quality, creativity, consistency, and execution. As the senior culinary leader, this role oversees and supports the Chef de Cuisine and culinary leadership team, driving the overall…
Added 23 mins ago
Senior Manager, Product Marketing Strategy, Planning and Delivery, Canadian Banking
Scotiabank
Toronto, ON
Ensures Canadian Banking Marketing’s squads have an efficient and effective central point to build-out campaign calendars (including media mix) and set individual program workback schedules.
Added 23 mins ago
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SAP Project Manager
Accenture
Toronto, ON · Montreal, QC
- Full-time
We are seeking a results-driven SAP Project Manager with extensive experience leading large-scale SAP transformation and AMS engagements. The successful candidate will serve as the primary…
Added 37 mins ago
DO
Program Manager Reporting
Department of Energy and Economic Diversification
Perth South, ON
- Full-time
The Program Manager Reporting is responsible for leading the design, development and continuous improvement of integrated reporting, data analytics and performance intelligence across…
Added 37 mins ago
TI
Manager, Enterprise Risk Management
Teranet Inc.
Toronto, ON
- $140,400 to $152,100 CAD / year
- Full-time
The Manager, Enterprise Risk Management (ERM) is primarily responsible for leading the development, implementation, and continuous improvement of Teranet's Business Continuity Management…
Added 37 mins ago
CM
Financial Reporting Analyst, Financial Reporting & Tax
CIBC Mellon
Toronto, ON · Greater Toronto Area, Canada
- Full-time
-Assist Senior /Assistant Manager in providing answers to external auditors on financial statement audits
Added 37 mins ago
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Staff Technical Program Manager
Kaseya
Vancouver, BC
- Full-time
We are seeking an experienced Staff Technical Program Manager to lead large-scale, cross-functional programs across Kaseya's Data and AI Platform organization.
Added 38 mins ago
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Principal Enterprise Architect
RBC
Toronto, ON
- Full-time
Minimum of 3 years of experience in leadership roles either as a direct manager or matrix manager leading technical resources.
Added 38 mins ago
UO
Information & Outreach Coordinator
University of Alberta
Edmonton, AB
- Full-time
Reporting to the Manager, Administrative Services with functional supervision to the Marketing & Communications Partner (MarCom Partner), the Information & Outreach Coordinator works within…
Added 38 mins ago
Licensed Practical Nurse - PWLWR
Connecting Care (2000) Inc.
Wainwright, AB
…well-being of our residents. We offer range of services, including senior living community operations. We enrich the lives of older adults through innovative care models and value-based…
Added 38 mins ago
Human Resources Coordinator E049-26
Legal Aid BC
Vancouver, BC
PRIMARY FUNCTION: Reporting to the Senior Human Resources Advisor, this position provides administrative services and human resources support services to the Manager and Human Resources…
Added 38 mins ago
OH
Project Manager, Enterprise Project Management Office
Ontario Health
Toronto, ON
- Full-time
Flexible health care or wellness spending accounts, plus an inclusive program to support your overall well-being
Added 38 mins ago
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Manager, Community Engagement
TD
London, ON · Ottawa, ON
- Full-time
The Manager, Community Engagement is a strategic and operational leader responsible for strengthening the organization’s presence, credibility, and impact within the communities we serve.…
Added 38 mins ago
T
Financial Crime Risk Management Specialist - Regulatory Management (4919)
TD
Markham, ON · Toronto, ON
- Full-time
…design, content, and enterprise-wide implementation of TD’s AML Program, which also includes ensuring that everyone both understands and complies with economic sanctions and…
Added 38 mins ago
EH
Business Development Account Manager (AM) FT
Edgewood Health Network Inc
Toronto, ON
- $80,000 to $95,000 CAD / year
- Full-time
The Business Development Account Manager (AM) is responsible for managing, retaining and growing a portfolio of corporate clients while building strong, trusted and long-term partnerships.…
Added 53 mins ago
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Network Engineer
Moneris
Toronto, ON
- Full-time
Reporting Relationship: You will report to the Senior Manager, Network Infrastructure.
Added 53 mins ago
CU
Senior Philanthropy Officer, Major Gifts, TO
Canadian Unicef Committee
Toronto, ON
- $83,000 to $93,000 CAD / year
- Full-time
Are you an expert major gifts relationship manager based in Vancouver looking to use your fundraising expertise to make a direct impact on the lives of children?
Added 53 mins ago
CU
Senior Philanthropy Officer, Major Gifts
Canadian Unicef Committee
BC · Toronto, ON
- $83,000 to $93,000 CAD / year
- Full-time
Are you an expert major gifts relationship manager based in Vancouver looking to use your fundraising expertise to make a direct impact on the lives of children?
Added 53 mins ago
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Workplace Ambassador II
BGIS
Laval, QC
- Full-time
…facilities and workplace experience teams, client employees and senior executives, BGIS facilities and project teams, technology and furniture vendors, food service operators and fitness…

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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