Salary Range: $74,400.00 To $88,000.00 Annually

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

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 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?
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!

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 .

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.

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:

Emergency Travel Assistance

Wellness programs

Recognition awards

Employee and Family Assistance Program (EFAP)

Candidate verification
The successful candidate for this chance 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 or contact us using our general form .

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📌 Workforce Manager, Remote - Canada-Wide (Quebec City)
🏢 Kids Help Phone
📍 Quebec City