Workforce Manager, Remote Wide
Remote / Online - Candidates ideally in
Mississauga, Ontario, Canada
Listed on 2026-10-11
Mississauga, Ontario, Canada
Listing for:
Kids Help Phone
Full Time, Remote/Work from Home
position Listed on 2026-10-11
Job specializations:
-
Management
Operations Management, Project & Program Management, General Management
Job Description & How to Apply Below
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 exec
The opportunity
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
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 practices comply with Employment Standards legislation and Collective Agreement requirements
Identify coverage 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…
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