Senior Workforce Management & Performance Analyst, Kraken

Location:

Waltham

Senior Analyst role in National Grid's customer organisation

Office locations:
Syracuse NY, Brooklyn NY, or Northboro MA

Initial full-office role transitioning to hybrid after 6 months

Salary range: MA $103,000 - $121,000, DNY $111,000 - $130,000, UNY $92,000 - $108,000

Requires 4+ years workforce management experience, preferably in contact centres

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…