Senior Workforce Management & Performance Analyst, Kraken

National Grid • Waltham, MA

4d • Hybrid

About The Position

National Grid is hiring a Senior Analyst within their customer organization supporting Kraken. This role will initially be fully in-office for the first 6 months, transitioning to a hybrid role with 3-4 days in the office. The company delivers safe and secure energy and aims to shape the sustainable future of the industry by anticipating customer needs, reducing energy delivery costs, and pioneering flexible energy systems. This role is crucial for transforming complex workforce data into actionable business insights, supporting the transition to new processes and technologies, and partnering with operational leaders to improve 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 enhance workforce effectiveness 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.
• 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.
• Experience with NICE IEX platform for workforce scheduling and reporting.

Responsibilities

• Serve as a primary source for workforce performance insights, transforming operational data into actionable recommendations for leadership by developing and delivering workforce reporting and dashboards.
• 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 communicate findings and influence decision-making.
• Perform schedule adherence analysis to monitor patterns related to breaks, lunches, and login activity, identifying and highlighting 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