Senior Workforce Management & Performance Analyst, Kraken

natgridProd • Waltham, MA

5d • $92,000 - $130,000 • Hybrid

About The Position

National Grid is hiring a Senior Analyst within their customer organization supporting Kraken. This role is initially fully in-office for 6 months, transitioning to a hybrid model (3-4 days in office). The company delivers safe and secure energy and is focused on anticipating customer needs, reducing energy delivery costs, and pioneering flexible energy systems. Workforce management is a critical function driving customer experience, employee engagement, and operational performance. This role will help shape the future organization during a transition to new processes and technologies. The analyst will serve as a trusted partner to operational leaders, using workforce analytics, forecasting, scheduling, and performance insights to identify opportunities, solve business challenges, and improve workforce effectiveness. This is an ideal opportunity for a curious analyst who enjoys influencing decisions with data in a dynamic customer service environment.

Requirements

• 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.
• Must have the ability to work without a need for current or future visa sponsorship.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• 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.

What This Job Offers

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