Workforce Planning Analyst (casual)

Description

About Reliance:

Reliance Comfort Limited Partnership offers essential home services to customers across Canada, specializing in two main product lines: the HVAC business (heating, ventilation and air conditioning) which includes retail sale, rental, service, maintenance, and financing; and the Security business which includes sales, installation, rental, service, and monitoring.

Reliance is a $500 million business today having doubled in size over the last 5 years. The Reliance portfolio consists of 1.24 million residential water heaters in Ontario and is Canada’s largest portfolio of rental water heaters. The Security and Monitoring business is the second largest of its kind in Canada with over 375,000 subscribers.

What has remained core to the business in our fast growing company is the continual development of strong customer relationships and loyalty, and investment in employees and systems necessary to cost-effectively and efficiently manage the business.

Past performance and future plans demonstrate that the business is doing the right things to build revenue, offering consumers products and services they want and value. The organization is well positioned to out-perform others in a competitive marketplace.

More information about Reliance can be found on the company’s website at http://www.reliancehomecomfort.com

We are looking for a high energy, result-focused individual for the following role:

Workforce Planning Analyst

The Workforce Planning Team provides business support to the organization 7 days per week, 365 days per year by overseeing 350 technicians and contractors. We provide an excellent level of service to Reliance customers by ensuring customer calls are completed as efficiently and effectively as possible.

This role is on a flexible/casual basis and the majority of hours will be evening and weekends. Shift patterns may change in line with business need.

Position Responsibilities:

• Proactively identify short, medium and long term capacity through internal staffing and contractors, identifying solutions when resources do not match demand. Monitor reports on daily and future capacity.
• Monitor and interact with technicians in the field to ensure we deliver service at the time originally promised to the customer.
• Constantly review and analyze real time environmental impacts (weather, sickness, road closures, etc.) happening in our various geographies and adjusting demand/response accordingly.
• Communicate with branch management to ensure they know what our capacity situation is and give advance notice of capacity needs.
• Build and maintain strong working relationships within team and across organization.
• Manage workload between in house technicians and contractors to meet customer demand at the best cost.
• Identify trends in customer scheduling issues and prepare solutions to meet customers’ needs.
• Identify opportunities for the business to continuously improve the way we serve our customers.

Position Qualifications:     

• High performing graduate or equivalent experience
• Strong desire to progress within the organization and desire to learn/improve on a daily basis.
• Ability to interact with Technicians, Managers, Call Centre and Customers politely and effectively.
• Strong ability to multi task and work in pressure situations
• Strong organizational skills
• Excellent computer skills, particularly in Microsoft Outlook, Excel, Word and Window based applications

Salary range $17.30 to $19.25 /hr, plus overtime opportunities.

Please note that this position requires a criminal background check be completed for potential candidates. This check must be satisfactory in order for an employment offer to be extended unconditionally.

 To apply, click here!