Workforce Analyst

Enercare Inc.; Markham; Hybrid; CAD 69,000 - 111,000; Full time

Job summary

Enercare Inc. is seeking a Workforce Analyst – Capacity Planning to optimize real-time capacity and workforce utilization across service queues and dispatch operations.

You will build forecasting models, monitor SLA risks, and develop Power BI dashboards to provide executives with actionable insights and promote proactive staffing and operational excellence. Collaborating with HR, operations, and vendor teams, you will translate data into clear recommendations to balance supply and demand by

Qualifications

• Degree or diploma in business management, analytics or related field.
• 3+ years of capacity, workforce or related analytics experience.
• 1-2 years of business process experience with ability to communicate requirements clearly.
• Ability to present to senior leadership.

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 dispatch 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 based on forecast analysis and real-time insights into service queue volumes.
• Develop and maintain capacity forecasting models across intraday, short-, medium-, 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 and staffing gaps.
• Translate complex data into actionable insights for leadership.

Skills

Capacity planning

Forecasting

Power BI

Analytics

Stakeholder communication

Education

Diploma or degree in business management or analytics

Tools

IFS systems

SQL

Job description

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Workforce Analyst

Status: Full-Time

Location: Markham - Hybrid

Compensation: $69,136 - $110,618

Please 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
• Analytical – ability to pull multiple data sets and present areas of opportunity
• Knowledge of HVAC industry an asset

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.