The Workforce Coordinator is responsible for coordinating technician schedules to ensure customer service appointments are completed on time and in accordance with service commitments. This role manages work orders, allocates resources based on technician skills and availability, communicates with customers regarding appointments, and collaborates with operational teams to resolve scheduling conflicts and workload challenges. The position also supports service order completion, billing validation, travel coordination, and continuous process improvement initiatives while maintaining a strong focus on customer service, operational efficiency, and safety compliance.
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. Please clearly indicate on your application if you are an Indigenous person, a woman, a person with a disability, or a visible minority if you wish to receive hiring preference.
Specific Accountabilities
- Review scheduled customer appointments to ensure the appropriate technical resources and equipment are available and allocated to complete the service order(s) on time and in accordance with customer specifications.
- Create and maintain a Schedule of Appointments for technicians in accordance with technician skills inventory, available resources to complete the work order and customer scheduling commitments ensuring the daily workloads apply to each technician ensure service level objectives and metrics are achieved.
- Contact customers prior to scheduled appointment times to ensure service order can be fulfilled as initially promised. Where required, review appointment information and reschedule appointment to ensure initial commitments are adjusted with minimal disruption to the customer.
- Monitor service order workflow through various departments, seeking information regarding facilities and equipment needed to meet customer commitments and service level objectives and escalate all scheduling discrepancies and conflicts in advance to the Manager for resolution.
- Coordinate travel plans for technicians as required to ensure customer requirements are met.
- Work closely with Field Operations management, Foremen, Workforce Planners, Real-time Coordinators and Call Centre resources in organizing and validating workloads for high priority or work in jeopardy of not meeting stated commitments to customers.
- Understand the resource pool of technical competencies of Field Operations technicians as required to fulfill customer commitments reporting any gaps to the department Manager or the respective Manager, Field Operations.
- Answer technician calls on service order progress providing support to Field Operations staff in real-time.
- Work collaboratively with other Workforce Schedulers and Real-time Coordinators to recommend solutions and resolve operational gaps in planned and actual workload and workforce.
- Sign off all completed service orders and schedule follow-up appointments as necessary.
- Validate customer billing information on customer orders and enter charges to customer accounts.
- Prepare documentation for technical staff and administrative procedures as required.
- Act as business prime / process prime for departmental improvement initiatives.
- Shift work may be required for this position.
- 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.
- Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements.
Knowledge and Skills Required
- Grade Twelve education.
- Two (2) years’ experience in a clerical or administrative position, preferably in the telecommunications industry.
- Previous experience acting in a business or process analyst role supporting projects is an asset.
- Ability to provide excellent customer service. Ability to work effectively individually and as a member of a team with a broad range of duties.
- 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.
- Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements.
- Must be computer literate and proficient in Microsoft Office (Excel, Word, Outlook).
- Possess excellent English written/verbal communication skills.
- Experience in the Cable or Telecommunications industry is an asset.
- Working knowledge of Northwestel's provisioning and assurance processes, programs and software is an asset.
- Knowledge of Northern geographic areas is an asset.
- As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.
What We Offer You
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Health & Wellness Benefits, Pension Plan, Discounts
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Team Incentive Bonus
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Paid Vacation with a Vacation Travel Allowance
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Work-Life Balance
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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.
