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Added 14 mins ago
WI
Sales Representative
Wilsonart International
Winnipeg, MB
- Full-time
…hardware, and building products, is seeking an experienced Sales Representative to join our team in Winnipeg,…
Added 14 mins ago
WI
Specification Representative
Wilsonart International
Winnipeg, MB
- Full-time
The Wilsonart Specification Representative is responsible for driving commercial growth by securing, managing, and converting specifications for all Wilsonart products. This role serves as…
Added 14 mins ago
WI
Specification Representative
Wilsonart International
AB · Edmonton
- Full-time
The Wilsonart Specification Representative is responsible for driving commercial growth by securing, managing, and converting specifications for all Wilsonart products. This role serves as…
Added 14 mins ago
PM
District Manager (East Canada)
POP MART
Toronto, ON
- Full-time
…creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono.…
Added 30 mins ago
CC
Analyst, Insights and Pipeline Management
Canadian Cancer Society
Calgary, AB · Kelowna, BC · Prince George, BC · Vancouver, BC · Victoria, BC · St. John's, NL · Halifax, NS · Hamilton, ON · Ottawa, ON · Montreal, QC · Quebec, QC
- $52,000 to $59,000 CAD / year
- Full-time
Act as the Corporate team’s lead representative in DAS project discussions.
Added 1 hour ago
ZS
Sales Representative - Toronto, ON
Zedcor Security Solutions
Toronto, ON · Etobicoke, Ontario
- Full-time
Zedcor is looking to add to our existing sales organization in the Toronto area. We are looking to hire Sales Representative. Sales Representatives are a crucial position as we continue to…
Added 1 hour ago
MI
Rep, Territory Sales Canada
MasterBrand, Inc.
Regina, SK · SK · Saskatchewan - Field (ON)
- Full-time
Responsibilities: Outside Sales – Territory Sales Representative. As a Territory Sales Representative you will be responsible for growing and maintaining business in the Dealer and Home…
Added 2 hours ago
B&
Business Development Representative
Black & McDonald Limited
Kelowna, BC
- Full-time
…performing individual to join our team in the role of Business Development Representative…
Added 3 hours ago
MI
CN - Strategic Account Rep
MSC Industrial Supply Co.
Windsor, ON
- Full-time
The Strategic Account Representative is responsible for the development of long-term profitable sales growth through the opening of new, large accounts within a defined geographic area…
Added 3 hours ago
A
Banking Relationship Sales Representative (Small Business Solutions) – Whitby Territory
ADP
Mississauga, ON
- Full-time
ADP is hiring a Banking Relationship Sales Representative (Small Business Solutions). The territory covered for this role is at most 90 minutes from the ADP Prologis location in…
Added 3 hours ago
FV
Family Service Social Worker - F/T (Chilliwack) - 1879
Fraser Valley Aboriginal Children and Family Services Society
Chilliwack, BC
- Full-time
…children, youth, and families on and off reserve within Stó:lō Territory in the Fraser Valley between Yale First Nation and Surrey…
Added 3 hours ago
VC
outside sales representative
VELUX Canada
Calgary, AB
- $65,000 to $70,000 CAD / year
- Full-time
- On-site
…we work. *Job Summary* We are looking for an OUTSIDE SALES REPRESENTATIVE based in the Calgary area looking after the Prairie Provinces territory. This position requires an experienced…
Added 4 hours ago
R
B2B Field Sales / Outside Sales Rep
RYSE
Toronto, ON
- $45,000 to $150,000 CAD / year
- Full-time
We are looking for a Territory Account Executive – B2B Outside Sales to build and grow MOTORYSE's dealer, partner, and commercial account network throughout an assigned territory.
Added 4 hours ago
AS
Retail Sales Representative - Temporary
Advantage Solutions
Vaughan, ON
- $45,000 to $50,000 CAD / year
- Internship
We are hiring a Retail Sales Representative who can work effectively with store management to increase retail sales and execute client driven merchandising that exceed the client’s…
Added 4 hours ago
A
Outside Field Sales Representative (Small Business Solutions)- (Bilingual: English & Cantonese/Mandarin)
ADP
Mississauga, ON
- $71,600 to $121,600 CAD / year
- Full-time
ADP is hiring an Outside Field Sales Representative (Small Business Solutions)- Bilingual: English and Cantonese/Mandarin. This role is focused on the Markham territory.
Added 4 hours ago
A
Banking Relationship Sales Representative (Small Business Solutions)
ADP
Burnaby, BC
- Full-time
ADP is hiring a Banking Relationship Sales Representative (Small Business Solutions). The territory covered for this role is at most 90 minutes from the ADP Burnaby location.
Added 4 hours ago
DW
Agriculture Sales Representative
Delta Water Products
Medicine Hat, AB
- Full-time
We’re looking for an Agriculture Sales Representative who understands the agriculture space in Southern Alberta, knows how to build genuine relationships, and is comfortable getting out…
Added 4 hours ago
DH
Director of Sales
Design Home Gift & Paper
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Regularly meet with sales team (in-territory, by phone and by Zoom) to discuss sales strategies & improvements, gaining greater real estate with existing customers and opening new doors
Added 5 hours ago
TI
Account Manager, LCUR
Trane Italia
Laval, QC
- Full-time
Develop long term relationships throughout the assigned territory with contractors and building owners.
Added 5 hours ago
V
Senior Director, Issuing Solutions Sales, Canada
Visa
Toronto, ON
- Full-time
Build and Execute Territory and Market Growth Plans
Added 5 hours ago
OS
Commercial Account Representative
Orion Steel Group
Calgary, AB · Navajo Direct
- Full-time
We are seeking a qualified Commercial Account Representative for our Interpro Recycling team to support our Alberta operations. In this role, you will be responsible for the procurement of…
Added 5 hours ago
B&
Business Development Representative
Black & McDonald Limited
Kelowna, BC
- Full-time
…performing individual to join our team in the role of Business Development Representative…
Added 5 hours ago
KA
Outside Sales Representative
Keystone Automotive Operations
Calgary, AB
- Full-time
Position Type: Outside Sales / Account Development
Added 5 hours ago
GC
Manager, District Sales
Grainger Canada
Burnaby, BC
- Full-time
Leads the professional development and training of Sales Force
Added 5 hours ago
H
Nurse C - Enterostomal Therapist
HealthCareersInSask.ca
Prince Albert, SK
- Full-time
We are committed to building a representative, diverse, inclusive, and culturally responsive workforce.

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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