Workforce Manager, Remote - Canada-Wide

Job summary

The Workforce Manager will lead and mentor a team of analysts to plan and staff clinical service operations, ensuring optimal coverage for mental health support services. They are responsible for developing forecasting models, managing capacity planning, and overseeing real-time scheduling to meet service demand.

Job details

Job title Workforce Manager Department Clinical Service Operations Reports to Director, Service Operations Support & Optimization Salary range $74,700 - $88,000 Job type Full-Time, Permanent, Remote Location Open to candidates residing outside the province of Quebec Posting period End Date: October 20 2026 The opportunity Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and Canada's only national 24/7, free, confidential, and multilingual e-mental health service for youth and a global leader in innovation for youth and their well-being. Reporting to the Director, Service Operations Support & Optimization, the successful candidate will be responsible for managing a team of Workforce Analysts to plan and staff Counsellors and Texting Supervisors to handle calls, chats and texts from KHP service users. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today! The responsibilities Leadership & Operations * Lead, coach, and mentor a team of Workforce Analysts supporting Clinical Service Operations * Drive operational excellence through continuous improvement and change management * Partner with stakeholders to execThe opportunity * Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and Canada's only national 24/7, free, confidential, and multilingual e-mental health service for youth and a global leader in innovation for youth and their well-being. * Reporting to the Director, Service Operations Support & Optimization, the successful candidate will be responsible for managing a team of Workforce Analysts to plan and staff Counsellors and Texting Supervisors to handle calls, chats and texts from KHP service users. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today! * ute key initiatives andoptimizeworkforce strategies * Foster a high-performing team culture grounded in simplicity, structure, and sustainability * Provide guidance to internal teams on workforce planning capabilities Forecasting & Planning * Develop short- and long-term forecasts using statistical modeling and data analysis tools (e.g., Excel, Power BI) * Monitor forecast accuracy and refine models based on results * Present forecasting insights and assumptions to senior leadership * Build multi-year workforce and capacity plans aligned with organizational strategy * Support new service models where historical data is limited Capacity & Scheduling * Design and manage capacity plans, headcount models, and budgets * Develop andmaintainscheduling frameworks (rotational and static) aligned with service demand and agreements * Oversee shift bidding and recruitment scheduling to meet operational needs * Track and report on budget performance and variances Intraday & Workforce Management * Manage real-time scheduling and adjustments within workforce systems (e.g.,Calabrio) * Approve schedule changes, time-off requests, and ensure compliance with policies and legislation * Ensure workforce systems and scheduling practicescomply withEmployment Standards legislation and Collective Agreement requirements * Identifycoverage gaps and recommend solutions to leadership Analytics & Systems * Provide insights on headcount, attrition, and workforce trends * Maintain workforce data and reporting for leadership * Oversee configuration and optimization of workforce management systems The qualifications * Bachelor’s degree, or equivalent education and experience * Eight (8) or more years’ experience working within a Call Centre, with strong understanding of contact centre operations, methodologies, metrics, and outcomes * Five (5) or more years’ experience as a Workforce Manager * Strong analytical skills and attention to detail, including the ability to handle multiple requests with missing or confusing data * Advanced skills in Microsoft Excel * Intermediate skills in Microsoft Office * Comfortable presenting to leadership to “tell the story” usingdata models * Strong interpersonal skills with the ability to form lasting connections with employees at all levels thatrepresentthe workforce team in a positive and friendly way to the rest of the organization * Strong self-management and time-management skills, with the ability to work independently without supervision * Service focused, business oriented and innovation driven Don’t meet every qualification listed? Studies often report equity-deserving people are less likely to apply for jobs unless they meet every requirement. KHP is dedicated to building a more diverse, inclusive and authentic workplace, so if you’re excited about this role, but your experience doesn’t align with every qualification, we welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP! The application process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions. About KHP, Canada’s Unlock The Hope Youth Charity Kids Help Phone (KHP) is Canada’s only free, national, 24/7, multilingual and confidential e-mental health service for youth to get help and Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker giving young people’s feelings, big and small, a non-judgmental place to go through personalized well-being solutions. A made-in-Canada, global leader, KHP continually evolves by blending data, innovation and technology with real human support and clinical knowledge to unlock the hope young people need to thrive in their world. Explore help for all the feelings at KidsHelpPhone.ca [http://www.kidshelpphone.ca/]. Inclusion, Diversity, Equity and Accessibility (IDEA) KHP has a role to play in effecting social change and advancing equity. This is why the practice of IDEA is critical to us. KHP has a long history of celebrating and advancing IDEA through our tailored programs, services, policies, initiatives and task forces with contributions and leadership from teams across the organization. We will not waver on these commitments and will continue leading the way in making the workplace, and the world young people live in, more inclusive, diverse, equitable and accessible. We believe it’s critical that our services empower everyone who interacts with us to bring their authentic selves to an environment of mutual respect. An open and diverse community can foster the inclusion and amplification of voices that have been, and continue to be, underrepresented. As such, we welcome applicants from equity-deserving communities (e.g. Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We strongly believe that alleviating the underrepresentation of equity-deserving groups will help create a stronger KHP and help us better support the needs of youth from coast to coast to coast. To learn more about how we are committed to advancing IDEA, you can explore KHP’s IDEA 2023–2027 Strategy and Action Plan [https://kidshelpphone.ca/get-involved/about-us/idea-strategy-action-plan/]. Accommodations KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application / hiring process. If you’re contacted about an opportunity, you can reply and let us know if you require accommodations at any time. Compensation and benefits Salaries at KHP are determined by candidate experience, qualifications and specific skill sets, as well as market and operational considerations. Potential additional benefits at KHP include: * Comprehensive EmployeeBenefits Program * Emergency Travel Assistance * CAAT Pension Plan * Wellness programs * Recognition awards * Employee and Family Assistance Program (EFAP) Candidate verification The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check. Privacy KHP cares about your privacy! We’re required to save select information about opportunities, applications and interviews for set periods of time. To learn more, you can explore KHP’s Privacy Policy [https://kidshelpphone.ca/privacy-policy/] or contact us using our general form [https://kidshelpphone.ca/get-involved/contact-us/]. Message to agencies KHP doesn’t accept unsolicited phone calls, referrals and / or resumes from any source other than directly from candidates. KHP won’t consider unsolicited phone calls, referrals and / or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of unsolicited referrals and / or resumes by anyone other than a candidate directly to KHP is deemed gratuitous. KHP won’t be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.

What you’ll do

The Workforce Manager will lead and mentor a team of analysts to plan and staff clinical service operations, ensuring optimal coverage for mental health support services. They are responsible for developing forecasting models, managing capacity planning, and overseeing real-time scheduling to meet service demand.

Requirements

Candidates must have a bachelor's degree and at least eight years of experience in a call center environment, including five years in a workforce management role. Proficiency in Microsoft Excel, strong analytical skills, and the ability to present data-driven insights to leadership are essential.

Benefits

• Comprehensive Employee Benefits Program
• Emergency Travel Assistance
• CAAT Pension Plan
• Wellness programs
• Recognition awards
• Employee and Family Assistance Program

Listed skills

• Power BI · Preferred
• Change Management · Preferred
• Budgeting · Preferred
• Operational Excellence · Preferred
• Leadership · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• scheduling · Preferred
• Forecasting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workforce management
• Leadership
• Forecasting
• Capacity planning
• Data analysis
• Statistical modeling
• Microsoft Excel
• Power BI
• Calabrio
• Change management
• Operational excellence
• Scheduling
• Budgeting
• Mentoring
• Communication
• Courage
• Service Models
• Organizational Strategy
• Workforce Trends
• Resilience
• Service Operations
• Data Analysis Tools
• Planning
• Analytical Skills
• Mental Health
• Bidding
• Management
• Computer-Aided Audit Tools
• Call Center Experience
• Capacity Planning
• Change Management
• Continuous Improvement Process
• Disabilities
• Innovation
• Interpersonal Communications
• Legislation
• Microsoft Office
• Operational Excellence
• Operations
• Social Change
• Statistical Modeling
• Workforce Planning
• Time Management
• Workforce Management
• Detail Oriented

Job areas

• Management & Leadership
• Customer Service & Support
• Data & Analytics
• Social Services
• Administrative
• Workforce Manager
• Human Resources Manager
• Human Resource Managers
• Human Resources Managers

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