Role: Capacity AnalystStatus: Full-TimeReports to: Capacity ManagerLocation: MarkhamCompensation: $69,136 - $110,618Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.Summary:The Capacity Analyst is responsible for the end-to-end design, execution, and continuous improvement of workforce capacity planning across all planning horizons. The role ensures that capacity supply aligns with forecasted demand through accurate forecasting, robust system configuration, data integrity, scheduling optimization, and strong operational collaboration.This position serves as the functional bridge between planning strategy, field execution, and system enablement
Responsibilities- Reduction in scheduling cases and escalations through intra-day review and actioning alongside long term capacity planning
- Translate demand forecasts into capacity requirements by skill, geography, priority, service type, and SLA constraints.
- Analyze historical volumes, seasonal trends, backlog behavior, productivity, and utilization metrics.
- Track forecast accuracy, identify variance drivers, and implement corrective actions.
- Recommend capacity buffers, resource rebalancing, staffing adjustments, and training needs.
- Monitor schedule quality, kickouts, reschedules, idle time, overtime, and manual board adjustments.
- Identify configuration gaps, rule conflicts, and system behaviors that reduce schedule accuracy, partnering with IT and business functional analyst to drive optimal solution
- Implement rule enhancements to reduce kickouts and minimize manual intervention.
- Serve as a subject-matter expert on scheduling logic for planners, dispatchers, and field leaders.
- Work closely with workforce management to provide insights on forecast accuracy.
- Validate and load fields schedules and capacity adjustments related to meetings, training etc.
- Ensure schedule locking adherence, driving proactive planning of capacity shrinkage.
- Partner with dispatch managers to monitor and provide feedback on process compliance that may impact capacity
- Review skillsets in IFS, partnering with business functional analyst to ensure skillsets and all IFS related parameters are optimal and updates are implemented.
- Identify inefficiencies, manual workarounds, and recurring failure points in planning workflows and processes.
- Recommend system or process changes to drive operational efficiency in the planning workflows; partnering with other internal teams to ensure an optimal customer experience.
- Measure the impact of improvements on cost, utilization, SLA performance, and schedule stability.
- Support platform upgrades and adoption of new features related to capacity planning.
Qualifications:- Preferred diploma or degree in business management, analytics
- 3+ years of capacity, workforce or related analytics experience
- 1-2 years of business process experience with a proven ability to clearly communicate and articulate business requirements and use cases
- Ability to create and deliver presentations to senior leadership
- Strong collaboration skills
- Strong change management skills
- Analytical - ability to pull multiple data sets and present areas of opportunity
- Knowledge of HVAC industry an asset
