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Added 5 mins ago
TS
Architect - Azure/Terraform- Cloud Platform Engineer
TECONICA SOFTWARES
Toronto, ON
- Contract
Added 5 mins ago
RS
Logistics Supervisor - Weekend Afternoon Shift
Ryder System, Inc.
Milton, ON
- Full-time
Plan and review, in collaboration with the Logistics Manager, all logistics processes, ensuring that they meet the company standards and customer service specifications
Added 8 mins ago
CP
Project Manager (Construction)
Crowne Pacific Development Corp
Campbell River, BC
- Full-time
As we grow, we are seeking a dedicated Project Manager in Campbell River to join our team. If you take pride in your workmanship, thrive in a collaborative environment, and are committed to…
Added 8 mins ago
GB
Manager, Learning, Well-being & Engagement
Georgian Bay General Hospital
Midland, ON
- $121,000 to $133,984 CAD / year
- Full-time
We are seeking an innovative, knowledgeable and forward-thinking leader to join our team as the Manager, Learning, Well-Being and Engagement. Are you ready to contribute to a healthcare…
Added 9 mins ago
Bilingual Project Manager - (Montreal Remote)
PBS Systems
Montreal, QC
The Bilingual Project Manager is responsible for leading and executing software conversion projects for PBS Systems’ automotive dealership clients. This role ensures successful project…
Added 9 mins ago
JH
Business Development Manager
John Henry Foster Minnesota, Inc.
Winnipeg, MB
- Full-time
…and a network of specialized companies, we deliver innovative technology, engineering expertise, and trusted customer support to solve complex manufacturing challenges and create lasting…
Added 9 mins ago
Senior Administrator, Core Datastorage
Domtar Products
Montreal, QC
…a daily basis, in collaboration with the IT Infrastructure…
Added 25 mins ago
Senior Manager, VOC Transformation Delivery
Scotiabank
Toronto, ON
The Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts…
Added 25 mins ago
MU
Web Application Specialist
McGill University
Canada
- Full-time
Ensure implementation is done using the best coding practices, including documentation, unit testing, etc.
Added 25 mins ago
J&
Transcend: Process Manager, Global Trade Services
Johnson & Johnson Innovative Medicine
Toronto, ON
- Full-time
As member of the IM Transcend Team, the GTS Process Manager will help shape a major business transformation that strengthens how we serve patients, support employees, and enable future…
Added 36 mins ago
I
Oracle-Supply Chain Manager Cloud-Lead
IBM
Fredericton, NB
- $135,000 to $185,000 CAD / year
- Full-time
…journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting,…
Added 36 mins ago
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Senior Manager, VOC Transformation Delivery
Scotiabank
Toronto, ON
- Full-time
The Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts…
Added 38 mins ago
I
Oracle-Supply Chain Manager Cloud-Lead
IBM
Hamilton, ON
- $135,000 to $185,000 CAD / year
- Full-time
…journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting,…
Added 38 mins ago
TM
Payroll Manager – 7+ Months
The Mason Group - Strategic Search Partners
Oakville, ON
- Contract
Our client provides industrial, mechanical, and technical maintenance services in search of a Payroll Manager to join their HR and Finance Team. The role is hybrid with 3 days a week in…
Added 38 mins ago
CO
Senior Financial Analyst/ ERP Support Analyst (1 Year Contract)
City of Markham
Markham, ON
- $102,464 to $143,867 CAD / year
- Contract
…Division of the Finance Department. Reporting to the Senior Manager, this dual role is responsible for the preparation, analysis, implementation and monitoring of the departmental operating…
Added 38 mins ago
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Oracle-Supply Chain Manager Cloud-Lead
IBM
Bedford, NS
- $135,000 to $185,000 CAD / year
- Full-time
…journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting,…
Added 38 mins ago
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Manager, IT Operation Security Remediation
TransLink
Vancouver, BC
- $109,920 to $164,880 CAD / year
- Full-time
…security vulnerabilities to deliver reliable, enterprise-wide technology solutions and continuously enhance service delivery in support enterprise business strategy and improve customer…
Added 38 mins ago
NT
Technical Program Manager
NEARSOURCE TECHNOLOGIES
Montreal, QC
- Contract
NearSource Technologies is looking for a Technical Program Manager to lead complex technology programs involving cloud platforms, software development, and cross-functional engineering…
Added 38 mins ago
I
Oracle-Supply Chain Manager Cloud-Lead
IBM
Calgary, AB
- $135,000 to $185,000 CAD / year
- Full-time
…journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting,…
Added 38 mins ago
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Oracle-Supply Chain Manager Cloud-Lead
IBM
AB · Edmonton, AB
- $135,000 to $185,000 CAD / year
- Full-time
…journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting,…
Added 38 mins ago
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Control Centre Operator
AltaLink
Calgary, AB
- Full-time
…transmission of electricity for our customers and will report to the Manager, ACC Real Time within the System Operation - ACC Real Time Team. The successful candidates must also be able to…
Added 40 mins ago
C
Digital Expansion Analyst - Simplii Financial
CIBC
Toronto, ON
- Full-time
Marketing technology execution - Build your expertise across our marketing technology stack, including Braze, Adobe Target, Adobe Analytics, and Adobe Audience Manager. Use these platforms…
Added 40 mins ago
C
Analyst, Client Onboarding & Service
CIBC
Toronto, ON
- Full-time
Operational Support – Interpret, validate and obtain the required information to complete the necessary implementation forms for internal and external client requests. Ensure all mandatory…
Added 40 mins ago
C
Financial System Analyst
CAE
Montreal, QC
- Full-time
The Financial Systems Analyst supports Oracle financial systems (11i, R12, and Cloud) and plays a key role in the implementation, deployment, and ongoing optimization of financial systems…
Added 40 mins ago
B
Principal Cloud Engineer
BMO
Toronto, ON · BMOPLACE
- Full-time
…large scale Azure enterprise environments. We are looking for technology leaders and change drivers type of talent. BMO’s cloud strategy is focused on innovation, leveraging emerging cloud…

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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