Senior Workforce Management & Performance Analyst, Kraken

National Grid plc; Waltham (MA); Hybrid; USD 103,000 - 130,000; Full time

Benefits offered by this job

Bonus eligibility

Pension plan

Medical insurance

Job summary

National Grid is seeking a Senior Workforce Management & Performance Analyst to drive data-driven insights across our Kraken operations, with initial in-office work followed by a hybrid schedule. The role partners with leaders to shape workforce planning, forecasting, and performance improvements that enhance customer experience and efficiency.

You will transform complex workforce data into actionable insights, support transition to a new technology platform, and influence decisions through data

Qualifications

• 3+ years of experience in workforce management, analytics, forecasting, capacity planning, performance analytics, or contact center operations.
• Ability to analyze complex data and translate findings into actionable business outcomes.
• Advanced analytical skills with proficiency in Excel, Power BI, SQL, and workforce management technologies.

Responsibilities

• Provide workforce performance insights and dashboards for leadership to enable informed decisions.
• Conduct performance trend analyses on attendance, adherence, productivity, and operational effectiveness.
• Develop and maintain integrated workforce plans, forecasts, and capacity models.
• Analyze staffing utilization, shrinkage, and workload trends to inform staffing strategies.
• Collaborate with operations to balance customer experience, employee experience, and cost efficiency.

Skills

Workforce analytics

Forecasting

Capacity planning

Performance analytics

SQL

Power BI

Excel

Communication

Education

Bachelor's degree

Tools

NICE IEX

Workforce management systems

Job description

Senior Workforce Management & Performance Analyst, Kraken

About us

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.

Job Purpose

At National Grid, workforce management is a critical business function that drives customer experience, employee engagement, and operational performance. We are seeking a highly analytical, data-driven, and proactive Workforce Management & Performance Analyst who thrives on transforming complex workforce data into actionable business insights.

We are transitioning our customer business to better leverage an emerging technology platform. This role offers a unique opportunity to help shape the future organization while supporting the transition to new processes, technologies, and ways of working.

This role serves as a trusted partner to operational leaders, helping shape decisions that impact customer outcomes, employee effectiveness, and organizational performance. 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.

Key Accountabilities

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.

Workforce Planning & Scheduling

• 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.
• 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..
• Evaluate and recommend innovative scheduling models and flexible workforce solutions.
• 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.
• Administer shift bids, vacation planning, holiday scheduling, and workforce processes in accordance with applicable labor agreements.
• Process workforce schedule exception requests and maintain workforce management system data, including agent profiles and workforce records.
• 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.
• Influence workforce-related decisions through fact-based analysis, critical thinking, and business acumen.
• 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.
• Monitor and track vendor staffing performance and staffing projections.

#LI-SA1

Qualifications

• 3+ years of experience in workforce management, workforce analytics, forecasting, capacity planning, performance analytics, or contact center operations.
• 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.
• Experience supporting contact center operations, customer service environments, or enterprise workforce planning functions.
• Certification or formal training in workforce management, data analytics, or business intelligence preferred.
• Experience with NICE IEX platform for workforce scheduling and reporting is preferred.

More Information

MA: $103,000 - $121,000 a year DNY: $111,000 - $130,000 a year UNY: $92,000 - $108,000 a year.

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it's everything we put into everything we do. It's our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It's all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.