Manager, Analytics and Workforce Planning

Find Your Limitless with Reliance

By joining Reliance as a Manager, Analytics & Workforce Planning you'll become an important Team Member and will be provided with the tools you need to succeed.  We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you're ready to find your limitless – join us
 

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Lead the design, reporting, and continuous improvement of analytics, dashboards, and forecasting tools that support decision-making across Operations and WFP.
• Develop and maintain accurate short-term and long-term forecasts for call volumes, capacity, and resource planning to enable proactive decisions that align with business goals.
• Build and manage budget forecasts for call demand, headcount, and contractor capacity, ensuring alignment between service delivery and financial targets such as cost per call, internalization rate, and productivity.
• Provide real-time support and escalation management during high-demand periods to maintain customer commitments and stabilize scheduling performance.
• Conduct advocacy and performance analysis to identify opportunities for efficiency, process improvement, and effectiveness across planning and field operations.
• Translate analytical findings into tactical actions that improve daily planning accuracy, staffing alignment, and overall operational readiness.
• Partner with Operations, Field Management, and WFP leadership to optimize workforce utilization, routing, and technician allocation through FSM and WFM systems.
• Establish and maintain governance standards for forecasting, data entry, and capacity reporting to ensure consistency and accuracy across all regions.
• Act as the coordination point between WFP, Operations, and regional leadership to communicate status, risks, and mitigation actions during capacity or service incidents.
• Provide structured feedback to FSM and WFM system owners to improve forecasting logic, data accuracy, and usability of tools such as IFS PSO and NICE CXone.
• Lead the design and delivery of training programs that strengthen analytical capability, forecasting discipline, and process standardization across WFP and Operations teams.
• Identify and champion automation and AI opportunities that enhance forecasting precision, reporting efficiency, and decision support while reducing manual work.
• Support post-mortem reviews and continuous improvement cycles by producing data-backed recommendations that drive measurable operational gains.
• Align forecasting, financial, and operational metrics to create a unified performance view for leadership and ensure data integrity across systems.

What do you bring?

• Minimum 5 years of experience in Workforce Planning, Analytics, or Operations Management within field service or contact center environments.
• Proven experience developing budget forecasts, capacity models, and performance improvement frameworks.
• Practical understanding of FSM and WFM software (such as IFS PSO, NICE CXone, or equivalent).
• Demonstrated success leading analytics, forecasting, and training functions in support of operational performance goals.
• Exposure to automation, AI, or digital transformation initiatives aimed at improving forecasting and scheduling accuracy.
• Experience coordinating across Operations, Admin, and regional leadership teams to resolve capacity or scheduling challenges.
• Deep understanding of forecasting and capacity modeling principles, with the ability to interpret insights and guide strategic planning decisions.
• Strong working knowledge of FSM and WFM systems, including how to interpret and optimize data outputs to drive business improvements.
• Skilled in leveraging analytics and visualization tools such as Power BI and Excel to identify operational opportunities rather than perform technical development work.
• Familiarity with automation, AI, and digital enablement to identify where technology can streamline processes or improve planning precision.
• Ability to connect financial, operational, and workforce data into clear narratives that influence decision-making at all levels.
• Strong grasp of data governance and the connection between forecast accuracy, budget performance, and customer experience outcomes.
   

Why Reliance?
As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

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Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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