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 QuebecPosting period End Date:
October 20 2026
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.
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)
