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Added 27 mins ago
PD
Compliance Coordinator
Paul Davis Restoration of the National Capital Region, VA
Amherst, QC · Saint-Rémi-d’Amherst, QC
- Full-time
Knowledge of XactAnalysis, Xactimate, Encircle, or restoration management software is an asset.
Added 27 mins ago
MF
Supervisor Production Coaldale
McCain Foods
Coaldale, AB
- Full-time
Communicate closely with their Shift Manager to ensure completion of production requirements and that finished product meets quality standards and meets customer specifications.
Added 27 mins ago
A
Embedded Software Manager
Actalent
Burnaby, BC
- $131,115 to $187,310 CAD / year
- Full-time
Job Title: Embedded Software Engineering Manager
Added 27 mins ago
DC
Technical Specialist, Project Management (Project Assistant)
Defence Construction Canada
Petawawa, ON
- Full-time
Act as the representative of the project director or project manager, within DCC delegated signing authority
Added 43 mins ago
E
Senior Product Support Professional
Ericsson
Ottawa, ON
- Full-time
RAN Software & Compute Platforms Engineering (RCE) is a unit with responsibilities for software and compute, focusing on next-gen development for open and cloud-native RAN software. With…
Added 43 mins ago
PC
Systems Integration Manager - Rail & Transit
Parsons Corporation
Burnaby, BC
- Part-time
…Vancouver, Canada. Parsons is now hiring a Systems Integration Manager who can lead a team of professionals overseeing the extensive and critical Systems Engineering activities for the…
Added 58 mins ago
SR
Property Manager (Residential)
SmartCentres REIT
Vaughan, ON
- Full-time
SmartLiving is seeking an experienced and dynamic Property Manager to oversee operations at The Millway, our newest rental community in the Vaughan Metropolitan Centre. This 450+ unit…
Added 1 hour ago
MG
Technical Analyst
Michael Garron Hospital
Toronto, ON
- Full-time
Reporting to the IT Manager – Technical and Client Services, the Technical Analyst is responsible for the effective provisioning, installation, configuration, operation, support, and…
Added 1 hour ago
UI
Property Manager
unitiiPM Inc
Calgary, AB
- Full-time
Role Description The Property Manager is a full-time, on-site role based in Calgary, AB, responsible for the daily management and performance of residential and/or commercial properties.…
Added 1 hour ago
C
Cobol Developer
COFOMO
Quebec, QC
- Full-time
Act as a technical manager on certain files and ensure coordination with business and technical stakeholders;
Added 1 hour ago
T
Senior Information Security Analyst
TD
Toronto, ON
- Full-time
Information security certification / accreditation an asset
Added 2 hours ago
GG
Property Administrator
Great Gulf
Toronto, ON
- Full-time
Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with property management software (e.g., Yardi, Building Engines) is an asset
Added 2 hours ago
K
Senior Engineer, Software Design
Kinectrics
Toronto, ON
- Full-time
Reports to: Manager, Human Factors and Computer Design
Added 2 hours ago
E
Angular Frontend Developer
ELITS
Montreal, QC · Ottawa, ON
- Full-time
Manage Node Package Manager (npm), dependencies, including maintenance, version control, and security related updates.
Added 2 hours ago
UO
Senior Project Manager – App Mod Program
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
- $11,397 to $17,081.58 CAD / month
- Full-time
…office. The Program Delivery office is seeking a Senior Project…
Added 2 hours ago
SE
Inside Sales Representative - Software
Schneider Electric
Vancouver, BC
- $81,600 to $122,400 CAD / year
- Full-time
1–3 years of sales, customer service, or inside sales experience (technology or software exposure is an asset)
Added 2 hours ago
BC
Development Officer
BrightStart Caledon Family Centre
Bolton, ON
- Full-time
Collaborates with the Community Engagement Manager to develop fund development communications including collateral, media relations and social media messaging.
Added 2 hours ago
SE
Inside Sales Representative - Software
Schneider Electric
Montreal, QC
- $81,600 to $122,400 CAD / year
- Full-time
1–3 years of sales, customer service, or inside sales experience (technology or software exposure is an asset)
Added 2 hours ago
SL
Associate Director, Investment Data - SLC Management
Sun Life
Toronto, ON · Sun Life Toronto One York
- Full-time
Opportunity to work for a growing global institutional asset manager
Added 2 hours ago
SM
Associate Director, Investment Data - SLC Management
SLC Management
Toronto, ON · Sun Life Toronto One York
- Full-time
Opportunity to work for a growing global institutional asset manager
Added 3 hours ago
Development Manager - EA Sports FC
Electronic Arts
Vancouver, BC
Reporting to a Development Director, a Development Manager (DM) within the art team ensures the delivery of game features and assets is on time and within budget. You as the DM will oversee…
Added 3 hours ago
GL
Stores Associate
Georgia-Pacific LLC
Englehart, ON
- Full-time
…current Green End expansion project. Reporting to the Purchasing Manager, this role will be responsible for managing all aspects MRO inventory to ensure it supports operations and…
Added 3 hours ago
GC
Sales and Service Rep, Lead
Grainger Canada
Fort McMurray, AB
- Full-time
Under the general direction of the Operations Manager, the Lead, Sales & Service Rep has direct impact on customer retention and financial results of the onsite business. Responsible for…
Added 3 hours ago
DL
Assistant Operations Manager
DelGate Logistics
Vancouver, BC
- Full-time
Role Description The Assistant Operations Manager is a full-time, on-site role based in Vancouver, BC, supporting daily warehouse and logistics operations. This role assists in coordinating…
Added 3 hours ago
E
Senior Product Support Professional
Ericsson
Ottawa, ON
- Full-time
RAN Software & Compute Platforms Engineering (RCE) is a unit with responsibilities for software and compute, focusing on next-gen development for open and cloud-native RAN software. With…

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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