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

Salary range

$74,700 - $88,000

Job type

Full-Time, Permanent, Remote

Job title

Workforce Manager

Department

Clinical Service Operations

Reports to

Director, Service Operations Support & Optimization

Location

Open to candidates residing outside the province of Quebec

Posting period End Date

October

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 current 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

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