Senior Workforce Management & Performance Analyst, Kraken

National Grid is hiring a Senior Analyst with in our customer organization supporting Kraken, in either our Syracuse NY, Brooklyn NY, or Northboro MA offices. This role will be a fully in office role for the first 6 months where it will transition into a hybrid role with 3-4 days in office.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow.This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

This role will be responsible for building and maturing workforce planning capabilities for a newly established customer contact center environment. The successful candidate will develop long-range workforce planning models, staffing strategies, and capacity forecasts to support customer growth, platform migration activities, and evolving service delivery models. This individual will play a foundational role in shaping how National Grid forecasts, plans, and deploys workforce resources across a complex, multi-site operation.

The successful candidate will leverage workforce analytics, forecasting, scheduling, and performance insights to identify opportunities, solve business challenges, and continuously improve workforce effectiveness.

This is an ideal opportunity for a naturally curious analyst who enjoys influencing decisions, challenging assumptions with data, and helping evolve workforce management capabilities in a dynamic customer service environment.

Performance & Insights

• Serve as a primary source for workforce performance insights, transforming operational data into actionable recommendations for leadership by developing and delivering workforce reporting, dashboards that enable informed decision-making and performance improvement.
• Conduct performance trend analysis across key workforce metrics, including attendance, adherence, productivity, and operational effectiveness.
• Identify emerging trends, risks, and opportunities through proactive analysis and predictive workforce insights.
• Utilize analytical tools and data storytelling techniques to clearly communicate findings and influence decision-making at multiple levels of the organization.
• Perform schedule adherence analysis to monitor schedule adherence patterns related to breaks, lunches, and login activity; identify and highlight schedule adherence trends for review.
• Identify performance outliers and partner with operational leaders to determine root causes and improvement strategies.

Strategic Workforce Planning & Scheduling

• Develop annual and multi-year workforce plans to support customer growth and operational transformation.
• Create staffing and capacity models aligned to customer migration strategies, new platform adoption, and projected demand growth.
• Build resource forecasts that evaluate multiple business scenarios, customer onboarding schedules, and operational assumptions.
• Partner with Workforce Management and Operations leaders to continuously improve workforce planning, scheduling, and performance management processes.
• Utilize workforce forecasts, staffing assumptions, capacity models, and operational trends to assess current and future resource requirements.
• Support the development and maintenance of integrated workforce plans, including short-term forecasts and long-range resource planning.
• Analyze workforce utilization, shrinkage, staffing requirements, and workload trends to support staffing strategies and resource planning decisions.
• Develop and maintain optimized workforce schedules using Workforce Management technologies.
• Evaluate staffing scenarios and provide recommendations that balance customer experience, employee experience, service level objectives, and cost efficiency.
• Analyze overstaffing and understaffing projections to identify opportunities for training, coaching, project work, overtime, and voluntary time off.
• Recommend workforce strategies that improve productivity, operational flexibility, and service delivery.
• Analyze and recommend vacation and overtime plans that align with seasonal demand and business requirements.
• Maintain staffing plan projections and support workforce planning activities beyond immediate operational horizons.
• Support the integrity and ongoing optimization of workforce management platforms and scheduling tools.

Strategic Partnership & Operational Support

• Act as a strategic workforce advisor to operational leaders by providing recommendations supported by workforce data and operational insights.
• Build strong partnerships across Operations, Workforce Management, Analytics, Customer Experience, and Leadership teams to improve performance outcomes.
• Collaborate with operations leaders to balance workforce efficiency, employee experience, customer needs, and business objectives.
• Present workforce trends, risks, opportunities, and recommendations to leadership audiences in a clear and compelling manner.

#LI-SA1

• 4+ years of experience in workforce management, workforce analytics, forecasting, capacity planning, performance analytics, or contact center operations.
• At least 3 years of direct experience in forecasting, capacity planning, and long-range workforce planning in a contact center environment.
• Hands-on experience utilizing NICE IEX (or NICE Workforce Management) for forecasting, scheduling, capacity planning, and workforce optimization.
• Experience supporting workforce planning and staffing strategies across multiple contact center locations and operating models.
• Experience supporting large-scale customer service operations with complex staffing requirements.
• Demonstrated ability to analyze complex workforce and operational data and translate findings into meaningful business outcomes.
• Advanced analytical skills with proficiency in Excel, Power BI, SQL, and workforce management technologies.
• Strong problem-solving, critical-thinking, and analytical capabilities.
• Ability to influence decisions through data-driven recommendations and compelling communication.

Preferred:

• Bachelor's degree in Business Administration, Statistics, Analytics, Operations Management, or a related field preferred.
• Utility, telecommunications, financial services, healthcare, or other large-scale customer service environments.
• Certification or formal training in workforce management, data analytics, or business intelligence preferred.