Senior Workforce Management & Performance Analyst, Kraken

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.

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.

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.
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