Director, Workforce Planning

About Reliance Home Comfort

Reliance Home Comfort is focused on delivering exceptional home comfort across Canada and the U.S., guided by principles like Work Safe, Be Healthy, Outstanding Customer Experience, Better is Better, and Proud to be Reliance. These principles show up in how we operate: Continuously improving, holding ourselves accountable, and celebrating the wins that come from doing the right things, the right way

Role Summary & Objective

The Director, Workforce Planning (WFP) leads Reliance’s enterprise planning, scheduling, and real‑time optimization engine across Service, PM, and Install. The objective is to match demand with capacity every day, reduce Cost‑to‑Serve / Cost per Call (CPC), improve First Call Resolution and One‑and‑Done, minimize late appointments, and increase internalization (optimal internal vs. contractor mix), while strengthening planner productivity and analytics quality.

You will own the strategy, operating model, and outcomes of the WFP function, partnering closely with Contact Centres, Field Operations, Finance, Supply Chain, and Corporate IT to modernize forecasting and scheduling, moving beyond trending to ML‑driven propensity and capacity models and embedding insights into daily decisions

Key Responsibilities

Strategy & Outcomes

• Set and execute the Workforce Planning strategy to reduce Cost‑to‑Serve/CPC, raise One‑and‑Done, lower Further Service, improve Weighted Call Per Day (WCPD), increase internalization, and decrease late appointments, with clear monthly scorecards and branch transparency.
• Lead the shift from trend‑based forecasting to predictive/prescriptive demand forecasting and capacity simulation, including weather sensitivity, surge scenarios, and contractor availability models.

Planning, Scheduling & Real‑Time Control

• Own the daily/weekly capacity plan, booking windows, and dispatch rules; govern booking controls and service standards within IFS FSM & 360 Scheduler and our CMS appointment booking flows.
• Drive real‑time performance management with WFP Operational Reports (late appointments, booking turnaround, PM pipeline, exception calls) and Daily Internalization dashboards.

Analytics, Tools & Process Modernization

• Expand analytics for internal call‑driver insights and adopt IFS dashboards to free frontline leaders for coaching; partner with Finance on a fully‑loaded CPC construct and branch accountability.
• Establish an experimentation cadence to test booking policies, routing, and assist rules that move the KPIs (e.g., One‑and‑Done, late rate).
• Collaborate with IT/Corporate systems on upgrades and integrations across IFS/PSO, 360 Scheduler, Dayforce, and related platforms.

Leadership & Stakeholder Partnership

• Lead and develop a multi‑disciplinary WFP team (Managers, Planners/Schedulers, Real‑Time Analysts, Data/Reporting Analysts); raise capability, engagement, and succession depth. (Leadership development and engagement are active executive priorities.)
• Serve as the connective tissue between Contact Centres, Field Operations, Supply Chain, Technical Training & Contractor Management, ensuring capacity and skills align with demand by region and season.
• Ensure safe, compliant operations and resilient coverage (business continuity mindset) as systems and processes evolve.

12 Month Success Measures

• CPC: measurable YoY reduction with transparent driver tree (internal labour, material, contractor mix).
• Service Quality: sustained step‑up in One‑and‑Done and Further Service results; reduced late appointment rate.
• Internalization: increased and consistent internal completion rate vs. plan, with contractor usage variance held to budget.
• Forecast & Capacity Fit: improved forecast accuracy and fewer same‑day reassignments; better PM completion in shoulder periods.
• Automation & Reporting: deployment of NICE/IFS analytics, WFP dashboards, and reduced manual reporting burden for leaders.

Qualifications — Skills & Experience

• Workforce planning leadership in multi‑region field service or contact centre‑driven operations, owning forecasting, capacity/scheduling, and real‑time control.
• Systems expertise with IFS FSM / 360 Scheduler (MWFM), appointment booking flows, and planning/scheduling optimization; comfort governing booking tables (travel zone standards, call filtering, slots).
• Analytics acumen: proven use of dashboards and operational reports (late/exception calls, PM pipeline, internalization) to run daily huddles and root‑cause performance shifts.
• KPI ownership across CPC, One‑and‑Done, Further Service, WCPD, late appointment rate, internalization; ability to translate insight to operational action at branch/territory level.
• Change leadership across cross‑functional partners (Contact Centres, Field Ops, Finance, Supply Chain); excellent communication and coaching skills.
• Bachelor’s degree in Operations, Engineering, Business, Economics, or related discipline; advanced degree or professional certifications in Analytics/Operations Research are an asset.

How This Role Delivers Value

• For customers: shorter waits, more on‑time arrivals, and more “done right the first time.”
• For team members: better schedules, reduced chaos, clearer priorities, and systems that make work easier.
• For the business: lower CPC, smarter internal/contractor mix, fewer escalations, and a planning engine that scales growth.

Working Model & Location

This role is based at Cambridge Office, and is 4 days in-office and 1 flex day