Manager, Workforce Planning

CoolSys • UNAVAILABLE, UNAVAILABLE

12d • Onsite

About The Position

The Manager, Workforce Planning leads CoolSys’s enterprise workforce demand and capacity planning process, ensuring the business has the right labor capacity, skill mix, and geographic coverage to meet operational and financial objectives. The role translates forecasted demand into workforce requirements and identifies shortages, surpluses, and skill mismatches requiring action.
Partnering across Operations, Talent Acquisition, Finance, and Human Resources, the Manager turns workforce needs into actionable solutions, including redeployment, schedule optimization, training, overtime, subcontractor capacity, and hiring. The role provides forward-looking workforce visibility and drives improvements in labor productivity, service levels, and workforce economics.

Requirements

• Bachelor's degree in Business Administration, Operations, Finance, Human Resources, Supply Chain, Workforce Planning, Industrial Engineering, Analytics, or a related field required.
• Minimum of 5 years of progressive experience in workforce planning, field operations, service operations, labor planning, workforce analytics, recruiting operations, or a related discipline.
• Demonstrated experience building demand forecasts, capacity plans, staffing models, and workforce action plans in a multi-location or geographically dispersed environment.
• Demonstrated ability to evaluate workforce capacity beyond headcount, including skill mix, proficiency levels, productivity, and operational performance, and to distinguish staffing shortages from capability, or process issues.
• Strong understanding of labor productivity, utilization, scheduling, overtime, subcontractor capacity, workforce forecasting, requisition management, and labor-market dynamics.
• Demonstrated ability to analyze large workforce and operational datasets and translate findings into practical business actions.
• Experience developing dashboards, metrics, and executive-level reporting; advanced Excel proficiency required, with experience in BI and workforce analytics tools preferred.
• Ability to influence Operations leaders, Hiring Managers, Talent Acquisition, Finance, and HR without direct authority.
• Strong project-management, problem-solving, communication, and presentation skills with a bias for action and measurable results.
• Ability to understand and follow company policies, procedures, and applicable State and Federal laws.

Nice To Haves

• Relevant workforce planning, operations, analytics, or project-management certification preferred.
• Experience with ATS, HRIS, workforce management, field service management, scheduling, or dispatch platforms preferred.
• Experience in HVAC/R, construction, facilities services, field services, skilled trades, or another technician-intensive service environment strongly preferred.

Responsibilities

• Develop and maintain rolling 13-week workforce demand and capacity forecasts by division, region, branch, trade, skill level, and workforce type, including required versus available headcount, productive hours, and skill mix.
• Translate service-call volume, preventive maintenance commitments, construction and project backlog, customer launches, seasonality, growth assumptions, attrition, and other business drivers into required productive labor hours.
• Maintain a consistent enterprise methodology for calculating available productive capacity, including technician availability, utilization assumptions, PTO, training, travel, and other non-productive time.
• Identify expected workforce shortages, surpluses, and skill-mix imbalances early enough for Operations and functional leaders to take corrective action, including situations where overall staffing is sufficient but the experience, certification, trade, or skill-level mix does not align with operational demand.
• Maintain a current view of required versus available productive hours, headcount, and skill mix, and quantify shortages, surpluses, and skill mismatches by geography, branch, trade, skill level, and time period.
• Partner with Operations to develop actions for capacity and skill-mix imbalances using the appropriate mix of labor levers, including technician redeployment, schedule optimization, training and upskilling, cross-training, overtime, subcontractors, temporary resources, attrition management, and hiring.
• Differentiate short-term capacity constraints from structural labor requirements so permanent hiring is targeted to sustainable demand.
• Identify opportunities to rebalance capacity across branches and regions to improve service coverage, reduce overtime, lower travel, and increase productive utilization.
• Translate validated structural workforce requirements into prioritized hiring and workforce actions, ensuring hiring is used when demand cannot be addressed through existing capacity, skill development, or other workforce levers.
• Own the business-side prioritization of open requisitions based on customer demand, service risk, skill scarcity, revenue opportunity, and financial impact.
• Partner with Talent Acquisition to monitor requisition aging, candidate activity, interview activity, offers, acceptance rates, recruiter capacity, geographic coverage, sourcing strategies, and agency utilization.
• Escalate stalled requisitions, hiring-manager delays, compensation barriers, or market constraints and facilitate resolution with the appropriate business leaders.
• Support surge hiring, new market expansion, customer launches, and other high-priority workforce initiatives.
• Develop and maintain enterprise workforce dashboards and performance reporting for Operations and executive leadership.
• Lead the recurring workforce planning cadence, including weekly forward capacity reviews and monthly 13-week workforce outlooks.
• Track and analyze forecast accuracy, capacity coverage, skill-mix coverage, productive utilization, overtime, subcontractor utilization, backlog and aging, vacancy, time-to-fill, first-time fix rate, callback/rework rate, revenue per technician rate, and direct margin per technician.
• Use workforce and operational performance metrics, including first-time fix, callbacks/rework, productivity, SLA attainment, and job completion trends, to identify root causes of performance gaps and distinguish capacity, skill, experience, deployment, process, or recruiting issues.
• Provide forward-looking workforce insights for budgeting, operating plans, growth initiatives, and major customer commitments.
• Provide workforce planning support across Source Service, Construction, and Customer Support Operations, including refrigeration service, HVAC, construction, supply chain, food service, call center and dispatch, billing, and account management.
• Partner closely with Operations, Finance, Talent Acquisition, Human Resources, and business leaders to establish one aligned view of workforce demand and required capacity.
• Clarify accountabilities across functions: Operations owns service and labor performance; Workforce Planning owns demand/capacity visibility and optimization; Talent Acquisition owns recruiting execution; Human Resources owns workforce policies and talent programs; Finance supports financial assumptions and labor economics.
• Serve as a trusted advisor to business leaders on workforce capacity, labor-market conditions, recruiting priorities, productivity trends, and workforce economics.
• Identify recurring process barriers and implement improvements that increase planning accuracy, execution speed, accountability, and decision quality.
• Embody the CoolSys CARES culture: Collaboration, Accountability, Respect, Empowerment, and Safety.
• Other responsibilities as required.

Benefits

• Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager