WHO WE ARE
As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca
At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the
many communities that we proudly serve.
OUR VALUES
RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION
We are seeking a strategic, forward-thinking Manager, Workforce Services to lead the evolution of workforce planning and workforce management practices within our Emergency Communications Centres.
This is not a traditional scheduling role. We are looking for a leader who can think beyond day-to-day staffing challenges and build a modern, strategic workforce management function that supports operational excellence, financial sustainability, employee engagement, and exceptional customer service.
As our Workforce Manager, you will play a pivotal role in a period of significant organizational transformation. You will lead a team, strengthen workforce management capabilities, and partner with leaders across Operations, Human Resources, Finance, and other business areas to develop innovative workforce solutions that balance service, employee experience, and financial performance.
This role is ideal for a confident, resilient leader who is energized by building programs, developing people, solving complex workforce challenges, and driving meaningful change.
WHAT YOU WILL DO:
- Lead the development and execution of a strategic workforce management team that supports operational performance, service excellence, and workforce optimization
- Oversee workforce forecasting, capacity planning, staffing strategies, and scheduling practices across contact centre operations
- Provide data-driven workforce insights and recommendations to support operational and financial decision-making
- Partner with Operations, Human Resources, Finance, and Labour Relations to address workforce challenges and develop sustainable solutions
- Drive continuous improvement and standardization of workforce management processes, tools, and reporting
- Lead and develop the workforce management team, building capability, accountability, and engagement
- Ensure effective utilization of workforce management technology, including IEX/NICE and related workforce planning tools
- Support organizational change initiatives and help advance workforce management practices from reactive to proactive and strategic
WHAT YOU BRING:
- Bachelor's degree in Business, Human Resources, Operations Management, or a related field, or an equivalent combination of education and experience
- Five (5) or more years of progressive workforce management, operations, or contact centre leadership experience
- Demonstrated expertise in workforce forecasting, capacity planning, scheduling optimization, and workforce analytics
- Experience working within a unionized environment is essential
- Hands-on experience using NICE IEX is essential
- Proven success leading change, influencing stakeholders, and implementing workforce management improvements
- Strategic thinker with the ability to balance immediate operational needs with long-term workforce planning
- Strong understanding of workforce management principles, forecasting methodologies, and labour optimization practices
- Ability to interpret complex data, identify trends, and translate insights into actionable business recommendations
- Strong financial acumen and understanding of the operational impacts of workforce decisions
- Collaborative relationship-builder with exceptional communication and influencing skills
- Innovative and solutions-focused, with a track record of improving processes and driving results
SECURITY REQUIREMENTS:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 3/5 years.
To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.
WHAT WE OFFER:
- Meaningful work - work with a sense of purpose, supporting the public and first-responders
- Competitive salary - with the opportunity for increases
- Minimum 4 weeks vacation to start
- Eligibility to participate in our Personal Time-Off Program
- 100% paid extended health and dental benefits
- Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan.
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm.
Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.
JOB DETAILS
Number of positions: 1
Job status: Regular Full Time
Hours of work: Monday to Friday, 40 hours per week
Wage/Salary: $125,000 - $140,000 per annum
Employee Group: Management
Department: Operations Enablement
Location: Vancouver/Hybrid
- CLOSING DATE FOR APPLICATIONS: Monday June 15, 2026 @ 11.59pm
We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email [email protected]
HOW TO APPLY
Select Apply Now and follow the instructions provided to submit your application.
