[Hiring] Workforce Manager @Kids Help Phone

Role Description

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!

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 execute key initiatives and optimize workforce 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 and maintain scheduling 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 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

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” using data models
• Strong interpersonal skills with the ability to form lasting connections with employees at all levels
• Strong self-management and time-management skills, with the ability to work independently without supervision
• Service focused, business oriented and innovation driven

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

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