Director, Workforce Planning

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Reliance Home Comfort