Manager , Workforce Management & Capacity Planning

2 weeks ago

Yellowknife, Canada Northwestel Full time

Job Details

Description

GENERAL ACCOUNTABILITY

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 Scheduler and Real-time Coordinator.

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. 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.

KNOWLEDGE AND COMPETENCIES REQUIRED

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.

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.

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 an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

Qualifications

Skills

Behaviors

:

Motivations

:

Education

Experience

Licenses & Certifications

  • Workforce Coordinator

    2 months ago

    Yellowknife, Canada Northwestel Inc. Full time

    Workforce Coordinator**Northwestel Inc.** - Yellowknife, NWT - Full Time**Duration** - Permanent**Intended job posting audience**Northwestel is seeking a Workforce Coordinator to join the technical team! This position is responsible for the timely coordination of technical resources and equipment to fulfil service orders according to customer specifications...

  • Workforce Coordinator

    2 weeks ago

    Yellowknife, Canada NorthwesTel Full time

    Northwestel is seeking a Workforce Coordinator to join the technical team! This position is responsible for the timely coordination of technical resources and equipment to fulfil service orders according to customer specifications and departmental service delivery metrics. Primary focus for the role will be placed on missed appointment reconciliation,...

  • Team Lead Mobile Planning

    3 weeks ago

    Yellowknife, Canada Burgundy Diamond Full time

    **About Burgundy Diamond Mines** Burgundy Diamond Mines is a premier global diamond company that proudly produces and delivers ethically sourced diamonds from mine to market. Tracing diamonds end-to-end from its world-renowned Ekati Diamond Mine in Canada’s Northwest Territories, right through to retail diamond sales, creates unquestionable diamond origin...

  • Office Manager

    2 weeks ago

    Yellowknife, Canada Deton Cho Management LP Full time

    Office Hours: Mon-Fri 8:00 am-4:30 pm Location: Kam Lake, Yellowknife ABOUT DET’ON CHO KAVANAUGH Det'on Cho Kavanaugh LP is wholly owned by Det'on Cho Management L.P. and the Yellowknives Dene First Nation. For over 55 years, Det'on Cho Kavanaugh has been the leading provider of waste management services and waste solutions in Yellowknife, NT. We...

  • Mobile Maintenance Planner

    4 weeks ago

    Yellowknife, Canada Arctic Canadian Diamond Company Full time

    **About Arctic Canadian Diamond Company** Arctic Canadian Diamond Company (Arctic) is a Canadian mining company and a significant producer and supplier of premium rough diamond assortments to the global market. The company owns and operates the Ekati Diamond Mine, located in Canada’s Northwest Territories. In addition to its mining and exploration...

  • Project Management Trainee

    3 weeks ago

    Yellowknife, Canada Deton Cho Management LP Full time

    Det'on Cho Career Development Initiative isa program exclusively for Yellowknives Dene First Nation (YKDFN) memberswho want to gain skills to be eligible for appointment to management positionsat the Det'on Cho group of companies upon completion of the Program. Det'on Chois creating opportunities for YKDFN members to gain academic knowledge and...

  • Hospitality Management Trainee

    2 weeks ago

    Yellowknife, Canada Deton Cho Management LP Full time

    Are you a Yellowknives Dene member who has interest in a post-secondary diploma or degree in Hospitality and is looking for real-world work experience? Would you like to know more about what Det’on Cho Hospitality Group does and be part of creating value and benefits for Yellowknives Dene? Det’on Cho Hospitality Group is excited to be launching our...

  • Hospitality Management Trainee

    2 months ago

    Yellowknife, Canada Deton Cho Management LP Full time

    Are you a Yellowknives Dene member who has interest in a post-secondary diploma or degree in Hospitality and is looking for real-world work experience? Would you like to know more about what Det’on Cho Hospitality Group does and be part of creating value and benefits for Yellowknives Dene? Det’on Cho Hospitality Group is excited to be launching our...

  • Service Delivery Manager

    1 month ago

    Yellowknife, Canada Paladin Airport Security Services Full time

    Service Delivery ManagerWe are currently hiring a full-time Service Delivery Manager based out of Yellowknife Airport.Why Paladin?Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. You receive top industry wagesYou have the opportunity to advance and...

  • Maintenance Planner, Fixed Asset

    2 weeks ago

    Yellowknife, Canada Arctic Canadian Diamond Company Full time

    **About Arctic Canadian Diamond Company** Arctic Canadian is a Canadian mining company and a significant producer and supplier of premium rough diamond assortments to the global market. The company owns and operates the Ekati Diamond Mine, located in Canada’s Northwest Territories. In addition to its mining and exploration operations, Arctic Canadian has...

  • Manager Community Banking Services

    2 months ago

    Yellowknife, Canada FIRST NATIONS BANK OF CANADA Full time

    **About Us** First Nations Bank of Canada is a federally chartered bank primarily focused on providing financial services to the Indigenous marketplace in Canada. Over 87% Indigenous owned and controlled, FNBC is a leader in advocating for the growth of the Indigenous economy and the economic well-being of Indigenous people. Headquartered in Saskatoon, SK...

  • Strategic Planning and Corporate Reporting Analyst

    1 month ago

    Yellowknife, Canada Government of the Northwest Territories Full time

    **Limited Competition**: This Job Opening is limited to employees with the GNWT/WSCC in indeterminate and term positions. **Job Information**: **Job Title**: Strategic Planning and Corporate Reporting Analyst **Annual Salary**: $104,910 to $125,307 **Competition Number**: 24/2 NT **Community**: Yellowknife, NT **Here are a few ways you will make a...

  • Advanced Care Paramedic

    3 weeks ago

    Yellowknife, Canada Burgundy Diamond Full time

    **About Burgundy Diamond Mines** Burgundy Diamond Mines is a premier global diamond company that proudly produces and delivers ethically sourced diamonds from mine to market. Tracing diamonds end-to-end from its world-renowned Ekati Diamond Mine in Canada’s Northwest Territories, right through to retail diamond sales, creates unquestionable diamond origin...

  • Manager, Procurement and Supply Services

    4 weeks ago

    Yellowknife, Canada City of Yellowknife Full time

    The City of Yellowknife is an inclusive employer offering a dynamic and rewarding work environment that delivers valuable services to our residents. At the City, the diverse backgrounds of our employees help us to create a positive, safe and fun environment for us all. The City is committed to hiring a diverse and skilled workforce that is representative of...

  • Manager, Procurement and Supply Services

    2 weeks ago

    Yellowknife, Canada City of Yellowknife Full time

    The City of Yellowknife is an inclusive employer offering a dynamic and rewarding work environment that delivers valuable services to our residents. At the City, the diverse backgrounds of our employees help us to create a positive, safe and fun environment for us all. The City is committed to hiring a diverse and skilled workforce that is representative of...

  • Project Manager

    3 weeks ago

    Yellowknife, Canada WSP Canada Full time

    Job DescriptionWhy WSP? A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.The Project Manager - Mining Consulting will be involved in all stages of a project's life cycle (i.e. Initiation, Planning, Execution,...

  • Project Manager

    2 weeks ago

    Yellowknife, Canada WSP Canada Full time

    Why WSP? A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.The Project Manager - Mining Consulting will be involved in all stages of a project's life cycle (i.e. Initiation, Planning, Execution, Monitoring and Control,...

  • Project Manager

    3 weeks ago

    Yellowknife, Canada WSP Canada Full time

    Why WSP? A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.The Project Manager - Mining Consulting will be involved in all stages of a project's life cycle (i.e. Initiation, Planning, Execution, Monitoring and Control,...

  • Team Lead, Surface Mining

    2 months ago

    Yellowknife, Canada Burgundy Diamond Full time

    **About Burgundy Diamond Mines** Burgundy Diamond Mines is a premier global diamond company that proudly produces and delivers ethically sourced diamonds from mine to market. Tracing diamonds end-to-end from its world-renowned Ekati Diamond Mine in Canada’s Northwest Territories, right through to retail diamond sales, creates unquestionable diamond origin...

  • Assistant Maintenance Manager

    1 month ago

    Yellowknife, NT, Canada Explorer Hotel, 4825 49 Avenue PO Box 7000, Yellowknife, Northwest Territories, Canada Full time

    Thursday, January 11, 2024 Explore Your Career at The Explorer Hotel - Yellowknife, NT! Position: Assistant Maintenance Manager Type: Full-Time Schedule: Flexible working schedule Location: Yellowknife, NT About Us: Nestled in the heart of Yellowknife, The Explorer Hotel is a premier destination known for its exceptional service and dedication to...