Manager , Workforce Management & Capacity Planning

2 weeks ago

Yellowknife, Canada Northwestel Full time

Description

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.

Responsibilities

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. This also includes preparing, verifying, and authorizing employee schedules for Control Centre Associates & load requirements for Field Operations Technicians – which meet both the needs of the forecasted workload and the Collective Agreement. 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 (Gap Analysis) and maintain detailed workforce skills inventory for workload and dispatching purposes through Click. Develop, coach, lead and engage Control Centre employees by conducting performance evaluations (OPs), 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. Manage an annual operating budget of $600,000. Participate on various committees and projects for such issues as process improvements (working with a variety of other departments and managers to improve service commitments); 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.

Qualifications

Degree in Business or a related Technical field. Minimum of five (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 Proven ability to think independently and creatively 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 and MS Office will be considered 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.

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