District Capacity Analyst in Hoffman Estates, IL at Sears Home Services

Date Posted: 2/16/2021

Job Snapshot

Job Description

Req/Job ID: 1002578BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Operations

The District Capacity Analyst (DCA) is accountable for all capacity management for a group of In-Home repair Districts. This includes capacity utilization, planning set up, ongoing maintenance, and execution for all capacity needs for multiple In Home districts. The DCA is accountable to manage technician level geographic assignments to ensure that there are dates available for all areas that are serviced by our associates by creating proper work areas for all technicians based on skill, zip code and service demand.

Job Requirements

Job Duties/Responsibilities:
• Works in a team environment, sharing data and knowledge with other DCAs, to ensure that the organization has enough resources available to meet the member's requirements.
• Uses relevant forecast data to provide feedback, offer solutions, and implement changes to the demand planning and dispatch teams regarding capacity needs for their markets where there may not be enough techs, too many techs, or techs without the right skills.
• Analyzes the forecast data from the demand planning team and utilizes that data for tactical practical applications down to the tech level for daily dispatch needs that results in less reschedules, improved meeting the customers ETA, and reduced miles driven between scheduled service events.
• Ensures that 98%+ of the routes that are sent over to dispatch each day are at acceptable levels at determined by leadership (‘good or platinum' levels) and performs all the necessary research when acceptable levels are not met to determine root cause and makes all of the needed changes to rectify issues.
• Establishes capacity, using data and historical information, to ensure that there is a service offering date available at the time of member booking an appointment. When Techs are not available, they are to work with the planning team to find a contractor that will take that work, or move a tech from another zip code to service the member.
• Communicates with the field District General Manager and Technical Manager regarding any capacity changes that may negatively impacted the business or the member as well as solves and implements solutions to resolve the issues.
• Ensures that the organization has proper Tech coverage with the needed skills to support the businesses Growth Initiative that may include moving a tech from one area to another, requesting from local district management that additional training skills be added to a technician, or having technicians work extra hours.
• Serves as a business consultant and participates as part of the region leadership team including travel to the District for staff meetings, technical manager coaching, business process updates, technician ride-along and roundtables as applicable.

Job Requirements:
• Computer literacy skills; including experience and aptitude with routing software, computers, databases, Microsoft tools and web based applications.
• Excellent oral and written communication skills.
• Demonstrated ability to influence a virtual workforce and communicate via non-traditional means
• Demonstrated problem solving ability to drive solutions
• "Demonstrated leadership abilities in planning, goal setting, coaching and execution."
• Demonstrated ability to act with urgency to anticipate and respond to issues. Open to change and the ability to implement change quickly and effectively, while constantly conveying a positive image of the company

Preferred Skills:
• Works with minimal supervision and can confidently execute his / her authority regarding capacity management decisions
• Creative thinker with structured problem solving skills
• Ability to handle stressful situations and work in a fast paced environment. Ability to multi-task and effectively manage time
• Historical routing system knowledge
• Financial Literacy
• Previous technical management, continual process improvement and workforce planning experience a plus

Education Experience: Bachelor's Level Degree
Years of Related Experience: 5-10 Years
License/Certificate Required: No
Driver's License Required: Yes
Travel Requirements: 25%
Age Requirement: 18+


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