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:
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.
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.
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.
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.
We exist to ignite the power of community in the North. We go the extra mile because our values are rooted in the communities we serve.
We operate on the traditional territories of many Indigenous peoples. We are grateful for the many partnerships that have helped build a strong northern network. We commit to moving forward in consultation and collaboration with local communities and Indigenous Governments.
With over 500 northern employees our team serves 96 communities across Canada’s North. Our team ranges from highly trained technical experts, marketing specialists to project managers and innovative new graduates. When you join our team, you join an energetic and innovative community with opportunities to advance your skillset and do meaningful work.
We offer a competitive benefits package that supports your career growth. This includes executive leadership training, and financial support for courses and certifications. This strong benefits package includes health and mental health services, shared purchasing program, northern living allowances, defined benefit pension, and more.
Ignite your sense of adventure, and experience the vast landscapes, urban centers, and rich cultures across the North.
Together we’re building a connected North. Join our network today.
