Remote Workforce Manager – Clinical Service Ops

Kids Help Phone; Quebec; Hybrid; CAD 74,000 - 88,000; Full time

Benefits offered by this job

Emergency Travel Assistance

Wellness programs

Recognition awards

EFAP

Job summary

Kids Help Phone (KHP) is Canada’s national 24/7, free, confidential and multilingual e-mental health service for youth. We seek a Workforce Manager to lead a team of Workforce Analysts in planning and staffing counsellors and texting supervisors to handle calls, chats and texts from service users.

Reporting to the Director, Service Operations Support & Optimization, you will drive staffing strategies, forecasting, scheduling, and workforce analytics to ensure reliable access to care across

Qualifications

• Bachelor’s degree or equivalent education (or combination of education and experience).
• 8+ years of call center experience with strong ops metrics and outcomes.
• 5+ years as a Workforce Manager or similar role.

Responsibilities

• Lead, coach, and mentor a team of Workforce Analysts supporting Clinical Service Operations.
• Drive operational excellence through continuous improvement and change management.
• Develop short- and long-term forecasts using data tools and present insights to leadership.
• Design capacity plans, scheduling frameworks, and headcount models aligned with demand and agreements.
• Oversee real-time scheduling, budget tracking, and compliance with policies and legislation.

Skills

Call center leadership

Staff planning

Data analysis

Excel

Stakeholder communication

Storytelling with data

Education

Bachelor’s degree or equivalent education

Tools

Microsoft Excel

Calabrio

Power BI

Job description

Kids Help Phone (KHP) is Canada’s national 24/7, free, confidential and multilingual e-mental health service for youth. We seek a Workforce Manager to lead a team of Workforce Analysts in planning and staffing counsellors and texting supervisors to handle calls, chats and texts from service users.

Reporting to the Director, Service Operations Support & Optimization, you will drive staffing strategies, forecasting, scheduling, and workforce analytics to ensure reliable access to care across