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Workforce Management Manager Jobs in Alberta (NOW HIRING)

Alberta Health Services

Unit Manager

Edmonton, AB · On-site

CA$41.16 - CA$70.58/hr

Accountable for staffing, workforce planning, performance management, resource management, and change leadership, the incumbent will build engaged teams, promote psychological safety, and lead harm ...

Recruitment Partners

HR Manager

Edmonton, AB · Hybrid

... workforce. Reporting to the Controller, this role oversees the full employee lifecycle, including talent acquisition, employee relations, compliance, performance management, compensation, and HR ...

Finning

Service Enablement Specialist

Calgary, AB · On-site

Knowledge of business systems such as ERP, workforce management, CRM, or service management applications. * Understanding of operational processes, performance reporting, and continuous improvement ...

Finning

Service Enablement Specialist

Red Deer, AB · On-site

Knowledge of business systems such as ERP, workforce management, CRM, or service management applications. * Understanding of operational processes, performance reporting, and continuous improvement ...

Finning

Service Enablement Specialist

Edmonton, AB · On-site

Knowledge of business systems such as ERP, workforce management, CRM, or service management applications. * Understanding of operational processes, performance reporting, and continuous improvement ...

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Workforce Management Manager information

What is the difference between Workforce Management Manager vs Workforce Analyst?

AspectWorkforce Management ManagerWorkforce Analyst
CredentialsTypically requires a bachelor’s degree in business, operations, or related field; certifications like Workforce Management Certification are commonUsually holds a bachelor’s degree in analytics, business, or related area; certifications like Certified Analytics Professional may be preferred
Work EnvironmentLeads teams, manages scheduling, forecasting, and resource allocation in call centers or service industriesAnalyzes data, develops reports, and provides insights to optimize staffing and operations
Employer & Industry UsageUsed across call centers, retail, healthcare, and customer service industriesCommon in similar industries, focusing on data analysis and reporting

While both roles focus on workforce optimization, the Workforce Management Manager oversees planning and team leadership, whereas the Workforce Analyst concentrates on data analysis and reporting to support decision-making.

What are the key skills and qualifications needed to thrive as a workforce management manager?

To thrive as a Workforce Management Manager, you need strong analytical skills, experience in forecasting and scheduling, and typically a degree in business, operations, or a related field. Familiarity with workforce management software such as NICE, Kronos, or Verint, as well as advanced Excel skills, is essential. Exceptional communication, leadership, and problem-solving abilities help you motivate teams and adapt to changing business needs. These skills ensure optimal resource allocation, improved productivity, and efficient operations that support organizational goals.

What does a workforce management manager do?

A Workforce Management Manager is responsible for overseeing the planning and coordination of staffing levels to ensure that an organization has the right number of employees available at the right times. They analyze workforce data, forecast staffing needs, and implement scheduling strategies to maximize productivity and efficiency. Additionally, they often supervise workforce analysts and collaborate with other departments to meet service level goals while managing costs. Their role is crucial in industries like call centers, retail, and healthcare, where staffing needs fluctuate frequently.

What are some common challenges faced by workforce management managers, and how can they be addressed?

Workforce Management Managers often encounter challenges such as accurately forecasting staffing needs, balancing employee schedules with business demands, and adapting to sudden changes like unexpected absences or shifts in workload. Success in this role requires strong analytical skills, effective communication with team leads and HR, and the ability to leverage workforce management software efficiently. Building collaborative relationships across departments and staying flexible can help address these challenges, ensuring staffing levels remain optimal and service levels are consistently met.
What are popular job titles related to Workforce Management Manager jobs in Alberta? For Workforce Management Manager jobs in Alberta, the most frequently searched job titles are:
What job categories do people searching Workforce Management Manager jobs in Alberta look for? The top searched job categories for Workforce Management Manager jobs in Alberta are:
What cities in Alberta are hiring for Workforce Management Manager jobs? Cities in Alberta with the most Workforce Management Manager job openings:
Workforce Management Manager jobs near you
Infographic showing various Workforce Management Manager job openings in Alberta as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Technical Support Supervisor

Canadian Fiber Optics

Calgary, AB • On-site

Full-time

Re-posted 27 days ago

Job description

About the Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are builton a foundation ofCourage,Curiosity,CompassionandHumility. And the truth is... we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary:

We are seeking an experienced and motivated Technical Support Supervisor to support our CARE team and oversee Technical Support Representatives. This role involves leading the team to troubleshoot complex technical issues, ensuring the timely resolution of service requests, and maintaining high levels of customer satisfaction. The supervisor will provide guidance, training, and mentorship to team members, monitor performance metrics, and collaborate with other departments to improve processes and systems. This role also involves coordinating escalations, managing shift schedules, and implementing strategies to enhance team efficiency and technical expertise.

What you will be doing:

  • Supervise, coach, and motivate a team of Technical Service Representatives who handle tier 2 technical support for our Internet, Wi-Fi, IPTV, voice services and more to both our residential and business customers.
  • Monitor daily operations to ensure efficient, accurate, and empathetic resolution of customer inquiries across multiple channels (phone, email, chat).
  • Handle complex customer escalations, ensuring timely and effective resolution of technical issues.
  • Develop and maintain procedures, training materials, and documentation for all areas of Technical Service, assist in training and support our Tier 1 CSRs
  • Collaborate with cross-functional teams such as Network Operations, Sales, and IT to address complex issues, roll out new products and processes and improve internal processes.
  • Track and analyze performance metrics including response times, quality scores, first-call resolution, and customer satisfaction.
  • Drive behaviors in performance to meet or exceed departmental KPIs
  • Conduct regular performance evaluations, facilitate performance management, provide feedback, and create coaching and development plans for team members.
  • Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage.
  • Champion a customer-first culture that promotes accountability, teamwork, and continuous improvement.
  • Stay current on new technologies, industry trends, and company products to provide accurate and up-to-date support.

What we are looking for:

  • A minimum of 2 - 4 years experience in a similar role.
  • Experience in a customer service and technical support environment, including at least 2 years in a supervisory or leadership role.
  • Strong leadership and coaching skills with a proven ability to build and develop high-performing teams.
  • Experience in the telecommunications industry is an added advantage.
  • Hands-on experience with technical troubleshooting with Internet, Wi-Fi, IPTV and Voice service.
  • Excellent communication, problem-solving, and conflict-resolution skills.
  • Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
  • Proficiency with CRM, ticketing, and billing systems; Microsoft Office Suite (Excel, Outlook, Teams) required.

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The "work-hard-play-hard" isn't just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

We are consistently working to provide a safe work environment, competitive wages - including strong commission-based compensation, and many opportunities to learn and grow. If you commit to delivering results and make a difference, we look forward to hearing from you.

Work Schedule:

  • This is a full-time position (40 Hrs/week) and requires being on-call and available to support our evening and weekend shifts.

Apply