Role: Workforce AnalystStatus: Full-TimeLocation: 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 Workforce Analyst - Capacity Planning is a pivotal role at Enercare HVAC Services, leveraging advanced analytics to ensure optimal workforce capacity and exceptional customer outcomes. This position is responsible for real-time monitoring of service queues, and workforce utilization, while driving predictive planning and weather-driven demand forecasting.
This role is central to balancing real-time operational demands with long-term workforce strategy. Effective monitoring, forecasting, and analytics directly influence technician efficiency, customer satisfaction, and Enercare's ability to consistently deliver same-day, high-quality HVAC service. The Real-Time Capacity & Workforce Analyst is instrumental in maintaining operational excellence and driving proactive improvements across the organization.
Responsibilities- Monitor service queues continuously, ensuring optimal call and task routing to dispatch teams.
- Identify and escalate risks of SLA breaches and service delays on all service dispatch related queues.
- Track technician idle time, utilization, and route efficiency to maximize productivity.
- Provide live operational recommendations to management for stabilizing service delivery.
- Ensure appropriate staffing levels are in place based on forecast analysis and real time insights into service queue volumes.
- Develop and maintain capacity forecasting models across intraday, short-term, medium-term, and long-term horizons.
- Develop and maintain Power BI dashboards and executive-level reports for operational visibility.
- Generate and analyze reports from IFS systems and other operational datasets.
- Conduct KPI trend analysis across productivity, service levels, and technician performance.
- Perform predictive modelling to anticipate workload surges, staffing gaps, and potential service risks.
- Translate complex data into actionable insights for operational leadership and decision-making.
- Provide insights and recommendations on balancing technician supply vs demand by hour, skill, and geography.
- Conduct scenario and sensitivity analyses to assess operational risk.
- Build demand forecasting models utilizing historical data, seasonality, and weather patterns.
- Support seasonal hiring and workforce ramp-up/ramp-down strategies to align with anticipated demand
- Coordinate with marketing teams on maintenance campaigns and proactive service initiatives.
- Collaborate with HR, operations, and vendor management teams to ensure staffing matches projected demand across all teams within end to end service lifecycle.
Qualifications:- Preferred diploma or degree in business management, analytics, data science or a related area of study
- 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
